call-cognitive-load-monitor

call-cognitive-load-monitor

Detect when your caller is overwhelmed — before it costs you the call.

This skill analyzes supplied text for heuristic confusion markers and conversational proxies. It does not measure acoustics, administer a cognitive assessment, or establish consent validity. Reports and suggested script changes require human review; no live integration, message sending or follow-up call is performed.

---

Why This Skill Exists

Most call-centre quality tools measure whether the agent performed well. This skill measures whether the caller was able to process what was said. When cognitive load peaks — especially at closing, where consent and commitment are given — the validity of that interaction is at risk.

Advisory scope: A CONSENT_AT_RISK label is a suggestion for human review, not a regulatory finding or authorization for a follow-up call. No label establishes that consent is valid or invalid.

---

Research Scope

The weights and thresholds are unvalidated demonstration choices, not a reproduction of a published acoustic model. Background and claim limitations: references/research-papers.md.

---

Quick Start

python3 scripts/monitor_cognitive_load.py \
  --transcript path/to/transcript.json \
  --dry-run \
  --out /tmp/load_report.json

Validate output schema

python3 scripts/validate_load_report.py --report /tmp/load_report.json

---

Input

Standard CALL-E transcript — same two formats as other skills:

Format A — array of turns:

[
  {"role": "agent",  "text": "Under the terms of sub-clause 4(b)(ii) of the agreement..."},
  {"role": "callee", "text": "Sorry, could you say that again? I'm not following."},
  {"role": "agent",  "text": "Of course. Regarding the billing section specifically..."},
  {"role": "callee", "text": "I still don't understand. What does that mean for me?"}
]

---

Output — Overload Report

{
  "call_id": "calle-001",
  "analysis_timestamp": "2026-09-17T08:00:00Z",
  "overall_cognitive_load": "HIGH",
  "load_score": 0.78,
  "load_by_phase": {
    "opening":  0.12,
    "middle":   0.45,
    "closing":  0.78
  },
  "peak_phase": "closing",
  "overload_signals": [
    {
      "type": "repetition_request",
      "evidence": "Sorry, could you say that again?",
      "turn": 4,
      "phase": "middle",
      "weight": 0.30
    },
    {
      "type": "confusion_phrase",
      "evidence": "I still don't understand. What does that mean for me?",
      "turn": 6,
      "phase": "middle",
      "weight": 0.25
    },
    {
      "type": "jargon_density_spike",
      "evidence": "sub-clause 4(b)(ii) of the agreement",
      "turn": 3,
      "phase": "middle",
      "weight": 0.18
    }
  ],
  "interaction_dynamics": {
    "turn_imbalance_score": 0.62,
    "avg_silence_gap_ms": 2800,
    "overlap_count": 0,
    "participation_ratio": {"agent": 0.74, "callee": 0.26}
  },
  "script_patches": [
    {
      "original": "Under the terms of sub-clause 4(b)(ii) of the agreement",
      "suggested": "According to our billing rules",
      "rationale": "Legal jargon removed; Flesch-Kincaid grade reduced from 18 to 6"
    }
  ],
  "consent_validity_flag": "AT_RISK",
  "consent_validity_reason": "Load score 0.78 exceeded threshold 0.65 during closing phase where commitment was recorded.",
  "recommended_action": "SEND_WRITTEN_CONFIRMATION",
  "false_positive_disclaimer": "Cognitive load inference is probabilistic. A flagged call does not constitute a legal finding. Human review is required before any adverse action.",
  "flags": ["REQUIRES_HUMAN_REVIEW", "JARGON_DENSITY_HIGH"],
  "analysis_mode": "heuristic",
  "schema_version": "1.0"
}