Using AI to predict service agent stress from emotion patterns in service interactions

Stefano Bromuri*, Alexander P. Henkel, Deniz Iren, Visara Urovi

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

1 Citation (Web of Science)
Original languageEnglish
Pages (from-to)581-611
Number of pages31
JournalJournal of Service Management
Volume32
Issue number4
Early online date29 Sep 2020
DOIs
Publication statusPublished - 10 Jun 2021

Keywords

  • Customer service employees
  • Call center service interactions
  • Speech emotion recognition
  • Stress detection
  • Deep learning
  • Artificial intelligence
  • WORK STRESS
  • JOB-PERFORMANCE
  • MEDIATING ROLE
  • DISPLAY RULES
  • CALL CENTERS
  • EXHAUSTION
  • CUSTOMER
  • TECHNOLOGY
  • AGGRESSION
  • EMPLOYEES

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