Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

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Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai;
  • Publisher: Hindawi Publishing Corporation
  • Journal: Computational Intelligence and Neuroscience,volume 2,015 (issn: 1687-5265, eissn: 1687-5273)
  • Publisher copyright policies & self-archiving
  • Related identifiers: doi: 10.1155/2015/506905, pmc: PMC4655047
  • Subject: R858-859.7 | Computer applications to medicine. Medical informatics | Research Article | Neurosciences. Biological psychiatry. Neuropsychiatry | RC321-571 | Article Subject

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 informatio... View more
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