Analysis And Control Of Customer Service Behavior Based On Speech Emotion Recognition

In the context of the ever-increasing product upgrades,the continuous advancement of information technology,and the increasing use of the Internet,each company hopes to acquire more customers in the fierce competition.At the beginning,the customer service center only existed as a simple service model for enterprises to accept customer needs remotely,and then quickly developed in various industries.Among the customer service centers that have been established,the banking,insurance,communications,and e-commerce industries are the fastest growing.Among them,the e-commerce business customers' consumption concept is also constantly improving.In addition to technology,research and development,and production,the company needs constant innovation and rigor,and more importantly,it is necessary to provide good customer service.Studies of the relationship between global rhythm speech features and basic emotions have shown that prosodic features in speech signals can serve as a reliable emotional indication.Automated speech emotion recognition is a computer simulation of human emotion perception and understanding process.Its task is to extract the acoustic features expressing emotions from the collected speech signals,and to find out the mapping relationship between these acoustic features and human emotions.Helping companies improve their competitiveness in the same industry,explore and attract more new customers,retain and seize more old customers,and improve customer satisfaction.The customer service center is inevitably an indispensable and important role.We take the training room of JD Campus Xi'an University of Science and Technology as the research object,and starts with the current situation of the customer service staff of the center.Combined with customer service record and customer satisfaction analysis,the current situation of personnel emotion control in the customer service industry is deeper.A variety of reasons affecting the service quality of customer service center personnel,this article starts from the voice emotional level and spiritual level of customer service staff,through Matlab programming data sorting and voice monitoring system to control the emotions of customer service operations,but also can initially predict the emotional burnout of customer service.And the intention to leave.In combination with the actual operation of the customer service center,the management system and assessment indicators of the customer service center,the development goals of the customer service center,and the responsibilities of various departments within the company,it puts forward practical and feasible strategies to reduce the emotional fluctuations of customer service personnel and anticipate the improvement of customer service staffs sentiment.The specific measures of burnout are run and run;the results show that the research results have a certain positive effect,support the feasibility and effectiveness of the improvement strategy,and also provide emotional control for other companies in the industry in the face of customer service operations.At the time,it provides a reference and help.