... and manage customer emotions. The purpose of this paper is to introduce and describe a deep learning model to predict in real-time service agent stress from emotion patterns in voice-to-voice service interactions. Design/methodology/approach A deep learning model was developed to identify emotion...

... several suggestions concerning the use of new sources of data (e.g. customer reviews, social media images, employee reviews and emails), measurement of new constructs (beyond sentiment and valence) and the use of more recent methods (e.g. deep learning). The manuscript identifies seven text mining...