Infosys Limited

Vishal Manchanda

Amit Kumar

Venugopal Subbarao

Janupalli Pranay

This disclosure relates to method and system for determination of personality traits of agents in a contact center. The method includes retrieving textual data corresponding to a conversation between a first agent and a first customer. The method further includes generating a natural language justification corresponding to a set of personality traits of the first agent based on the textual data through a first Machine Learning (ML) model. The natural language justification may include one or more sentences. The one or more sentences may include a mapping of the textual data with the set of personality traits and a qualitative label associated with each of the set of personality traits. The method further includes determining a value corresponding to each of the set of personality traits of the first agent through the first ML model based on the natural language justification and the associated qualitative label.

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Bengaluru, India

Vishal Manchanda