When to Call an LLM: A Confidence-Gated Hybrid for Cost-Effective Emotion Recognition in Conversational AI

arXiv:2609.17977v1 Announce Type: new Abstract: 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 laten