基于语音情感智能的呼叫中心服务管理研究

发布时间：2018-03-17 23:26

本文选题：呼叫中心　切入点：智能服务　出处：《复旦大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着电信语音技术及现代信息网络技术的飞速发展,语音呼叫中心已成为各行业为客户提供各类服务的便捷平台,在提高服务效率、服务质量和客户满意度方面发挥着重要的作用。作为与客户沟通交流及展示服务形象的重要窗口,呼叫中心如何为客户创造更好的服务体验和人性化情感关怀,已成为其服务管理中正在关注、思考的新需求。本文选题来源于导师所承担的科技部国际合作项目“基于多Agent系统的情感智能及其应用研究”,根据现代呼叫中心的服务管理新需求,在语音情感识别技术相关研究成果的基础上,对呼叫服务的情感智能技术方案及其服务管理模式作了新的探索。论文首先从呼叫中心的服务模式及其语音情感特征角度,分析了呼叫服务的情感管理需求。然后,结合语音、fMRI(功能性核磁共振成像)、EEG(脑电波)等实验观测手段,对呼叫中心语音对话情境中的情感识别技术作了研究,提出了适合于上述情境的支持向量机(SVM)动态识别算法,为呼叫中心的服务管理提供了基于语音情感智能的技术方案。最后,论文根据上述智能服务的新要求,从服务架构、服务流程、服务管理及项目实施角度对呼叫中心的服务管理新模式作了研究与设计,阐述了上述管理模式在电信客户投诉呼叫服务管理中的应用。论文的研究成果为现代呼叫中心的服务管理提供了基于语音情感智能的新模式及相关技术方案,对提高呼叫中心的人性化情感关怀服务体验与具有重要的参考价值。
[Abstract]:With the rapid development of telecommunication voice technology and modern information network technology, voice call center has become a convenient platform for various industries to provide customers with various services. Service quality and customer satisfaction play an important role. As an important window to communicate with customers and display service image, call center how to create better service experience and humanistic emotional care for customers, Has become a concern in the management of its services, This paper comes from the international cooperation project of the Ministry of Science and Technology, "emotional Intelligence based on multiple Agent system and its Application Research", according to the new demand of service management in modern call center. On the basis of the related research results of speech emotion recognition technology, this paper makes a new exploration on the emotional intelligence technology scheme of call service and its service management mode. Firstly, from the point of view of the service mode of call center and its speech emotional characteristics, this paper makes a new exploration on the emotional intelligence technology of call service and its service management mode. The emotional management requirements of call service are analyzed. Then, the emotion recognition technology in the context of voice conversation in call center is studied in combination with the experimental observation methods such as functional nuclear magnetic resonance imaging (fMRI) and so on. The support vector machine (SVM) dynamic recognition algorithm suitable for the above situation is proposed, which provides a technical scheme based on voice emotion intelligence for service management of call center. Finally, according to the new requirements of the intelligent service, the paper starts with the service architecture. The service flow, service management and project implementation of the new service management model of call center are studied and designed. This paper expounds the application of the above management mode in telecom customer complaint call service management. The research results of this paper provide a new mode based on voice emotion intelligence and related technical scheme for the service management of modern call center. It has important reference value for improving the experience of humanistic emotional care service in call center.
【学位授予单位】：复旦大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TN912.34

【共引文献】