Customer service agent emotion monitoring system and method

Abstract

The invention relates to the technical field of information processing, and discloses a customer service agent emotion monitoring system. The system comprises a face emotion monitoring module, a voiceemotion monitoring module, a logic comparison module and an input module, which are connected with a processor, wherein the logic comparison module is furthermore connected with an alarm module; theinput module is used for inputting voice emotion values and face emotion values of one or more to-be-monitored emotion types; the face emotion monitoring module is used for analyzing face videos of customer service agents and outputting different types of face emotion values of the customer service agents; the voice emotion monitoring module is used for analyzing voices of the customer service agents and outputting different types of voice emotion values of the customer service agents; the logic comparison module is used for recognizing a corresponding relationship between the customer serviceagents and multiple different types of face emotion values and voice emotion values, comparing the multiple different face emotion values and voice emotion values with the voice emotion values and face emotion values of the to-be-monitored emotion types, and outputting alarm information; and the alarm module is used for receiving the alarm information and giving alarms.

Description

technical field [0001] The invention relates to the technical field of signal processing, in particular to a monitoring system and monitoring method for emotion of customer service agents. Background technique [0002] The evaluation of the emotional state of personnel has high application value, especially for customer service agents and hotel service personnel. Long-term, boring, and high-intensity tasks will make relevant personnel face severe physical and psychological tests, causing some negative Emotions. It is of great practical significance to explore the mechanism and influencing factors of negative emotions on human cognitive activities, to study methods to improve individual cognition and work efficiency, and to avoid factors that affect cognition and work ability. [0003] In general, the expression of emotional correlation of speech can be realized by speaker model or acoustic model. Existing research results show that most of the features used for emotion rec...

AI Technical Summary

Problems solved by technology

However, after doing this kind of observation and analysis work for a long time, people will easily fall into fatigue, which will greatly reduce the accuracy of the analysis.

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