Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

Article English OPEN
Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai;
(2015)
  • 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
  • References (30)
    30 references, page 1 of 3

    Chen, N. J.. Design and Implementation of Telecom Users Complaint Classification and Management System. 2012

    Dai, Y., Lu, M.. On establishment of the enterprise customer complaint handling system. Economic Forum. 2007; 4: 85-86

    Li, J. H., Chen, B.. Telecom customer complaints and suggestions oriented intelligent analysis model. Modern Telecommunication Technology. 2013; 43 (5): 4-7

    Picard, R. W.. Affective Computing. 1997

    Ji, J.. Research on Emotion Analysis Technology of Customer Complaints from Telephone Speech. 2014

    Xu, L., Xu, M. X., Yang, D. L.. Chinese emotional speech database for the emotional change detection. Journal of Tsinghua University: Natural Science Edition. 2009; 49 (1): 1413-1418

    El Ayadi, M., Kamel, M. S., Karray, F.. Survey on speech emotion recognition: features, classification schemes, and databases. Pattern Recognition. 2011; 44 (3): 572-587

    Han, W. J., Li, H. F.. A brief review on emotional speech databases. Intelligent Computer and Applications. 2013; 3 (1): 5-7

    Dai, W. H., Han, D. M., Dai, Y. H., Xu, D. R.. Emotion recognition and affective computing on vocal social media. Information & Management. 2015

    Li, D. D., Yang, Y. C., Dai, W. H.. Cost-sensitive learning for emotion robust speaker recognition. The Scientific World Journal. 2014; 2014-9

  • Metrics
Share - Bookmark