Gong Shuangping, Dai Yonghui, Ji Jun, Wang Jinzhao, Sun Hai
Language and Culture Research Institute, National University of Defense Technology, Changsha 410074, China.
School of Information Management and Engineering, Shanghai University of Finance and Economics, Shanghai 200433, China.
Comput Intell Neurosci. 2015;2015:506905. doi: 10.1155/2015/506905. Epub 2015 Nov 8.
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.
客户投诉一直是现代企业提高产品和服务质量以及客户忠诚度的重要反馈。电话沟通作为客户投诉中常用的方式之一，承载着丰富的言语情感信息，为感知客户满意度和研究投诉处理技巧提供了宝贵资源。本文研究了电话投诉言语的特征，并提出了一种基于情感计算技术的分析方法，该方法能够从服务人员与客户的对话中识别客户情绪的动态变化。识别过程包括说话人识别、情感特征参数提取和动态情绪识别。实验结果表明，该方法是有效的，能够达到较高的高兴和愤怒状态识别率。它已成功应用于电信和互联网服务公司的运营质量和服务管理中。
