Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing
Joint Authors
Dai, Yonghui
Gong, Shuangping
Ji, Jun
Wang, Jinzhao
Sun, Hai
Source
Computational Intelligence and Neuroscience
Issue
Vol. 2015, Issue 2015 (31 Dec. 2015), pp.1-9, 9 p.
Publisher
Hindawi Publishing Corporation
Publication Date
2015-11-08
Country of Publication
Egypt
No. of Pages
9
Main Subjects
Abstract EN
Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer’s loyalty.
As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer’s satisfaction and studying the complaint handling skills.
This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer.
The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition.
Experimental results show that this method is effective and can reach high recognition rates of happy and angry states.
It has been successfully applied to the operation quality and service administration in telecom and Internet service company.
American Psychological Association (APA)
Gong, Shuangping& Dai, Yonghui& Ji, Jun& Wang, Jinzhao& Sun, Hai. 2015. Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing. Computational Intelligence and Neuroscience،Vol. 2015, no. 2015, pp.1-9.
https://search.emarefa.net/detail/BIM-1057710
Modern Language Association (MLA)
Gong, Shuangping…[et al.]. Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing. Computational Intelligence and Neuroscience No. 2015 (2015), pp.1-9.
https://search.emarefa.net/detail/BIM-1057710
American Medical Association (AMA)
Gong, Shuangping& Dai, Yonghui& Ji, Jun& Wang, Jinzhao& Sun, Hai. Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing. Computational Intelligence and Neuroscience. 2015. Vol. 2015, no. 2015, pp.1-9.
https://search.emarefa.net/detail/BIM-1057710
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references
Record ID
BIM-1057710