Workforce Engagement Management

Hi Community Members,

We are adding agent empathy analysis to our Speech and Text Analytics APIs. Agent empathy classifies each phrase or response made by the agent based on its emotional tone and exhibited empathy, categorizing them as empathetic, neutral, or unhelpful.

It assigns an overall empathy score to each agent's response to measure the degree of empathy conveyed. This score reflects the agent's ability to understand and relate to the customer's emotions and concerns, ranging from -100 to +100. Portions of interactions involving two or more agents simultaneously interacting with the customer are excluded from the score calculation, as agent empathy analysis cannot attribute specific behavior to any individual agent during that time.

How can agent empathy analysis be utilized in your contact center:

• Training and Coaching: Organizations can use empathy analysis results to tailor agent training and coaching programs. This helps agents develop their empathy skills and deliver more compassionate customer service.
• Quality Assurance: Empathy analysis can be integrated into quality assurance processes to ensure that customer interactions meet predefined empathy standards.
• Customer Experience Enhancement: By identifying interactions with low empathy scores, organizations can pinpoint cases where customers may have had negative experiences. This allows them to take corrective actions and improve overall customer satisfaction.
• Agent Recognition: High-performing agents with exceptional empathy skills can be recognized and rewarded, motivating others to emulate their approach.

API Resources:

When you make a request to this Speech and Text Analytics API - https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/#get-api-v2-speechandtextanalytics-conversations--conversationId-

The API response now includes the overall agent empathy scores for the agent:

What's coming in the future:

Like customer sentiment analysis, overall agent empathy scores and empathy markers on the transcript will be added to the Interaction Details UI in the coming months. 

For more information on agent empathy analysis, refer to this resource center article - Understand Agent Empathy Analysis.