title: Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing.
abstract: 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.
authors.affiliation: Language and Culture Research Institute, National University of Defense Technology, Changsha 410074, China.
authors.forename: Shuangping
authors.initials: S
authors.lastname: Gong
authors.affiliation: School of Information Management and Engineering, Shanghai University of Finance and Economics, Shanghai 200433, China.
authors.forename: Yonghui
authors.initials: Y
authors.lastname: Dai
authors.affiliation: Department of Operation Quality and Service Administration, China Unicom Co. Ltd., Shanghai Branch, Shanghai 200070, China.
authors.forename: Jun
authors.initials: J
authors.lastname: Ji
authors.affiliation: School of Management, Fudan University, 220 Handan Road, Shanghai 200433, China.
authors.forename: Jinzhao
authors.initials: J
authors.lastname: Wang
authors.affiliation: School of Management, Fudan University, 220 Handan Road, Shanghai 200433, China.
authors.forename: Hai
authors.initials: H
authors.lastname: Sun
mesh_terms: D000339:Affect; D000465:Algorithms; D044466:Asian People; D003258:Consumer Behavior; D004644:Emotions / Q000145:classification; D006801:Humans; D020407:Internet; D007802:Language; D021641:Recognition, Psychology; D013060:Speech; D013689:Telephone