Non-contact stress assessment devices

Patent metadata

Field	Value
Publication number	US-2016156779-A1
Application number	US-201615014188-A
Country	US
Kind code	A1
Filing date	Feb 3, 2016
Priority date	Mar 18, 2014
Publication date	Jun 2, 2016
Grant date	—

Abstract

Embodiments of a system are disclosed for stress assessment of a call center agent while interacting with a customer. The system is for use with a communication network. The system includes a stress assessment device and an agent device that includes an imaging unit. The agent device is configured to capture video of a target region of exposed skin of the agent using the imaging unit, collect customer interaction data based on interaction with a customer device over the communication network, and communicate the captured video and the customer interaction data to the stress assessment device. The stress assessment device is configured to passively estimate agent stress-level based on the received video, and generate feedback to the agent based on correlation between the customer interaction data and the estimated stress-level over a predefined time interval.

First claim

What is claimed is:

1 . A system to assess stress of a first party, comprising:
an imaging source which captures image data of a target region of exposed skin of the first party; a recording device which collects interaction data of at least one interaction between the first party and a second party; and a stress assessment device, wherein the stress assessment device:
(a) receives the captured image data and the collected interaction data;
(b) estimates the first party's stress-level based on the received image data; and
(c) generates information regarding the first party based on the estimated stress level of the first party.

2 . The system of claim 1 , wherein the generated information is further based on the correlation of the received interaction data with the estimated stress-level of the first party.

3 . The system of claim 1 , wherein the estimated first party's stress-level is estimated in real-time.

4 . The system of claim 1 , wherein the generated feedback is provided to the first party in real-time.

5 . The system of claim 1 , wherein the stress assessment device further:
generates a time-series signal from the captured video, wherein the time-series signal includes at least one low frequency (LF) component and at least one high frequency (HF) component in the integrated power spectrum of the time-series signal over a predefined interval; computes a ratio of the at least one LF component and the at least one HF component; and estimates stress of the first party based on the computed ratio.

6 . The system of claim 5 , wherein the predefined stress threshold has one or more values, wherein at least one value of the predefined stress threshold is equal to one.

7 . The system of claim 5 , wherein the ratio detects heart rate variability of the first party.

8 . The system of claim 1 , wherein the stress assessment device further: determines the first party's stress-trigger points based on the received interaction data.

9 . The system of claim 1 , wherein the stress assessment device further: generates a stress profile of the first party using the estimated first party's stress-level.

10 . The system of claim 1 , wherein the received interaction data is correlated with the estimated first party's stress-level based on identification data of the first party.

11 . The system of claim 1 , wherein the recording device further:
generates identification data of the first party; and communicates the generated first party's identification data to the stress assessment device.

12 . The system of claim 11 , wherein the identification data includes at least one of a system login ID, system password, biometric data, name, and employee ID.

13 . The system of claim 1 , wherein the generated feedback includes at least one of a message, an audio indication, and a visual indication.

14 . The system of claim 1 , wherein the generated feedback includes at least one predefined stress remedial message.

15 . The system of claim 1 , wherein the interaction data includes at least one of a response to an interactive voice response (IVR) system, an audio interaction, a video interaction, a text message, a call summary, and second party-provided feedback, wherein the audio interaction includes at least one of a voice call and a recorded audio message, and the video interaction includes at least one of a video call and a recorded video message.

16 . The system of claim 1 , wherein the first party is a first human and the second party is a second human.

17 . A stress assessment device comprising at least one computer module having instructions stored in a memory of the device, the instructions of the computer module which when executed by a processor of the device:
(i) receives image data of a target region of exposed skin of a first party; (ii) estimates stress-level of the first party based on the received image data; (iii) receives interaction data collected based on at least one interaction between the first party and a second party; (iv) correlates the received interaction data with the estimated stress-level of the first party; and (v) generates information regarding the first party based on the correlation of the received interaction data with the estimated stress-level of the first party.

18 . The stress assessment device of claim 17 , wherein the instructions of the at least one module which when executed by the processor of the device further:
generates a time-series signal from the received video, wherein the time-series signal includes at least one low frequency (LF) component and at least one high frequency (HF) component in the integrated power spectrum over the predefined interval; computes a ratio of the at least one LF component and the at least one HF component; and estimates stress-level based on the computed ratio.

19 . The stress assessment device of claim 17 , wherein the instructions of the at least one module which when executed by the processor of the device further determines stress-trigger points from the received interaction data of the first party.

20 . A method to stress assess a first party comprising:
receiving image data of a target region of exposed skin of an first party; estimating stress-level of the first party based on the received image data; receiving interaction data collected based on at least one interaction between the first party and a second party; correlating the received interaction data with the estimated stress-level of the first party; and generating information regarding the first party based on the correlation of the received interaction data with the estimated stress-level of the first party.

21 . The method to stress assessment of claim 20 further comprising:
processing the image data to: (i) generate a time-series signal; and (ii) extract low frequency components and high frequency components from the generated time-series signal;
determining a stress profile of the first party based on a ratio of the low frequency components and the high frequency components;
correlating the received interaction data with the determined stress profile; and
identifying at least one stress-trigger point of the first party based on the correlating of the received interaction data with the determined stress profile.

22 . A system to assess stress in an first party, comprising: a stress assessment device;
a recording device to record: (i) video data of a target region of exposed skin of the first party and (ii) interaction data from an interaction between the first party and a second party; and a communication path which enables electronic communication of the video data and the interaction data to the stress assessment device wherein the stress assessment device: estimates the first party's stress-level based on the video data and the interaction data; and generates feedback regarding the first party based on the estimated stress-level.

Assignees

• Xerox Corp

Inventors

• Deshmukh Om Dadaji
• Piratla Nischal Murthy
• Mestha Lalit Keshav

Classifications

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• G06T7/0012

  Biomedical image inspection · CPC title

• G06T2207/30088

  Skin; Dermal · CPC title

• G06T7/0016

  involving temporal comparison · CPC title

• G06T2207/30076

  Plethysmography · CPC title