RRBM Honor Roll
The RRBM Honor Roll publications have been selected as examples of research that is both rigorous and relevant. The listing below offers credible insights for society.
These publications have been selected for the RRBM Honor Roll by the Selection Board with the exception of 2019 articles selected by a pre-test review panel.
|Nature of the publication||Journal article|
|Title of the publication||Using AI to predict service agent stress from emotion patterns in service interactions|
|Journal name/Book publisher||Journal of Service Management|
A vast body of literature has documented the negative consequences of stress on employee performance and well-being. These deleterious effects are particularly pronounced for service agents who need to constantly endure and manage customer emotions. A deep learning model was developed to identify emotion patterns in call center interactions based on 363 recorded service interactions, subdivided into 27,889 manually expert-labeled three-second audio snippets. In a second step, the deep learning model was deployed in a call center for a period of one month to be further trained by the data collected from 40 service agents in another 4,672 service interactions. The deep learning emotion classifier reached a balanced accuracy of 68% in predicting discrete emotions in service interactions. Integrating this model in a binary classification model, it was able to predict service agent stress with a balanced accuracy of 80%. Service managers can benefit from employing the deep learning model to continuously and unobtrusively monitor the stress level of their service agents with numerous practical applications, including real-time early warning systems for service agents, customized training and automatically linking stress to customer-related outcomes. The present study is the first to document an AI-based model that is able to identify emotions in natural (i.e. nonstaged) interactions. It is further a pioneer in developing a smart emotion-based stress measure.
|Author #1||Stefano Bromuri|
|Affiliation Author #1||Open University of the Netherlands|
|Author #2||Alexander Henkel|
|Affiliation Author #2||Open University of the Netherlands|
|Author #3||Deniz Iren|
|Affiliation Author #3||Open University of the Netherlands|
|Author #4||Visara Urovi|
|Affiliation Author #4||Maastricht University|