The Study Of Voice Emotional Intelligence Based Call Center Service Management

With the rapid development of telecom voice technology and the modern information network technology, call center has become a convenient platform for the industry to provide various services for customers, and plays an important role in improving the service efficiency, service quality and customer satisfaction. As an important window for communication with customers and to display image, how to create a better service experience and human emotion concern for customers, has become the new demand of the service management which is being concerned, thinking.This paper is supported by the supervisor who is in charge of department of international cooperation project "Research Emotional Intelligence Based on Multi Agent System and The Application", According to the new requirements of service management of call center and the results of relevant research technique of speech emotion recognition, explore the technique of the emotional intelligence for call service and service management model. Firstly, from the point of call center’s service mode and speech emotion features, analysis the call center’s emotion management needs. Then, combine with the speech, fMRI (functional magnetic resonance imaging), EEG (EEG) and other experimental observation means, In view of the emotion recognition problem in the context of call center voice dialogue, the support vector machine is suitable for the situation of dynamic identification algorithm (SVM), Provide technical scheme of intelligent speech emotion for service management of call center. Finally, according to the emotion management needs and speech emotion intelligence technology requirements of call center, from the service architecture, service process, service management and project implementation, design and research the new service management mode of call center, this paper expounds the calling application service management service management model in the telecom customer complaints.Service management research papers for the modern call center provides a new model and related techniques scheme based on speech emotion intelligence, which has important reference value to improve call center human emotion and care service experience.