When to Call an LLM: A Confidence-Gated Hybrid for Cost-Effective Emotion Recognition in Conversational AI
Emotion recognition in conversation (ERC) is a production capability behind agent-assist prompts, escalation routing, and post-call analytics in contact-center-as-a-service (CCaaS) platforms, where cost and latency constraints matter as much as accuracy. We report a…
AI Summary & Key Takeaways
- Emotion recognition in conversation (ERC) is a production capability behind agent-assist prompts, escalation routing, and post-call analytics in contact-center-as-a-service (CCaaS) platforms, where cost and latency constraints matter as much as accuracy
- We report a…
When to Call an LLM: A Confidence-Gated Hybrid for Cost-Effective Emotion Recognition in Conversational AI
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