International Business Machines Corporation

Shailesh Joshi

Ashish Verma

Sai Zeng

Chitra Dorai

Karthik Visweswariah

Om Dadaji Deshmukh

David P Ricci

William J Athey

Shallin Joshi

Maureen E Rzasa

Gary J Wright

Analyzing an audio interaction is provided. At least one change in an emotion of a speaker in an audio interaction and at least one aspect of the audio interaction are identified. The at least one change in an emotion is analyzed in conjunction with the at least one aspect to determine a relationship between the at least one change in an emotion and the at least one aspect, and a result of the analysis is provided.

Analysis of the temporal evolution of emotions in an audio interaction in a service delivery environment

A method is implemented in a computer infrastructure having computer executable code tangibly embodied on a computer readable storage medium having programming instructions. The programming instructions are operable to receive disruption data for an enterprise and determine optimal selected disruption data from the received disruption data. Additionally, the programming instructions are operable to correlate triggering events of the optimal selected disruption data to one or more systemic root cause categories and identify a systemic root cause based on the triggering events of the optimal selected disruption data. Furthermore, the programming instructions are operable to determine an optimal enterprise solution set based on the identified systemic root cause and determine an optimal enterprise transformation set based on the optimal enterprise solution set. Moreover, the programming instructions are operable to output the optimal enterprise transformation set for implementing the optimal enterprise transformation set in the enterprise.

Method and system to eliminate disruptions in enterprises

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New Milford, CT, United States of America

Shailesh Joshi