Bank of America Corporation

Saravana Prakash Kumaresan

Amit Mishra

Nipun Mahajan

Ayela Chughtai

Sushama Shelke

John T Blackmon

A method for destressing an agent in a contact center in real-time may include receiving an agent's login and routing incoming voice calls to the agent. A monitoring and triggering application ('MTA') may receive data about the agent's performance during calls from a statistics server. A graphics processing unit may run an MTA artificial intelligence machine learning (“MTA AI/ML”) algorithm to determine a stress level of the agent by analyzing video, audio, and other metrics during calls. The MTA AI/ML algorithm may recommend to the agent's manager that the agent be given a destress break. When approved, calls may be routed to other agents while the agent receives a video, audio, or game to destress. The agent may receive the break without any negative impact on metrics relating to the agent's performance. The agent may re-enter the call routing server to receive incoming calls upon completion of the break.

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Plainsboro, NJ, United States of America

Saravana Prakash Kumaresan