MUMBAI, India, July 30 -- Intellectual Property India has published a patent application (202621069630 A) filed by Sage University on June 03, 2026, for System And Method For Real-Time Emotion-Aware Adaptive Call Handling.
Inventors include Dr. Prashant Jain; Dr. Ati Jain; Ajeet Pal; and Sandip Dodiya.
The application for the patent was published on July 24, 2026, under issue no. 30/2026.
Abstract: A system for real-time emotion-aware adaptive call handling includes an audio input interface (102) receiving a live audio stream from a caller during an active call, and a hardware processor (104) coupled to the audio input interface (102). The hardware processor (104) extracts acoustic features from audio frames segmented from the live audio stream and assigns an emotion confidence score (110) to each audio frame. A time-series emotion trajectory is continuously updated by integrating the emotion confidence score (110) of each audio frame, representing temporal emotional evolution of the caller on a per-frame basis. The hardware processor (104) computes rate-of-change values and directional trend indicators applied to emotion confidence score (110) to generate an escalation prediction before emotional escalation occurs. A real-time adaptive guidance signal (112) is generated, adaptively updated upon receipt of each new audio frame, and displayed on an agent display interface (106) during the active call. FIG. 1
Disclaimer: Curated by HT Syndication.
