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Emotion level determination method, device and equipment

A determination method and emotion technology, applied in the field of emotion level determination methods, devices and equipment, can solve the problem of guessing customer emotion level, etc., and achieve the effect of improving business service level and improving business handling experience.

Pending Publication Date: 2020-12-15
BANK OF CHINA
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

The customer's emotional level during the business process can more intuitively reflect the customer's user experience, but tellers cannot guess the customer's emotional level based on their own intuitive feelings

Method used

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  • Emotion level determination method, device and equipment
  • Emotion level determination method, device and equipment
  • Emotion level determination method, device and equipment

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Embodiment Construction

[0044] The following will clearly and completely describe the technical solutions in the embodiments of the application with reference to the drawings in the embodiments of the application. Apparently, the described embodiments are only some of the embodiments of the application, not all of them. Based on the embodiments in this application, all other embodiments obtained by persons of ordinary skill in the art without making creative efforts belong to the scope of protection of this application.

[0045] It can be seen from the background technology that currently, when a teller handles business for a customer, it is impossible to accurately determine the emotional level of the customer. If the emotional level of customers can be determined, better business services can be provided to customers and the level of business services can be improved.

[0046] Therefore, the embodiment of the present application provides a method and device for determining the emotional level. The ...

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Abstract

Embodiments of the application provide an emotion level determination method, device and equipment. The method comprises the steps: obtaining target sound feature information of each client in at least one client; classifying the target sound feature information of each client according to a preset interval, and determining an interval probability corresponding to the target sound feature information of each client; inputting the interval probability corresponding to the target sound feature information of each client into a Bayesian model, obtaining the emotion level probability correspondingto the target sound feature information of each client, the emotion level probability being the probability that the target sound feature information corresponds to the emotion level, and the emotionlevel reflecting the emotion level of the client; and determining the emotion level of each client according to the emotion level probability of the target sound feature information of each client. Therefore, according to the method provided by the embodiment of the application, the teller can accurately determine the emotion level of the customer, better business handling experience is providedfor the customer, and the business service level of the teller is improved.

Description

technical field [0001] The present application relates to the field of computer technology, and in particular to a method, device and equipment for determining an emotion level. Background technique [0002] At present, with the rapid development of computer network technology, many products pay more and more attention to the user experience of customers. As the main service organization in the financial industry, banks provide financial services to mass customers. The current banks are also paying more and more attention to customer experience in order to increase the frequency of customers handling business. As the main service personnel handling business for customers, tellers need to let customers have a good business handling experience. The customer's emotional level during the business process can more intuitively reflect the customer's user experience, but tellers cannot guess the customer's emotional level based on their intuitive feelings. [0003] To sum up, how...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06Q10/06G06Q40/02G06K9/62G10L15/02G10L25/63
CPCG06Q10/06393G06Q40/02G10L25/63G10L15/02G06F18/24155
Inventor 黄文强黄雅楠浮晨琪李蚌蚌徐晨敏
Owner BANK OF CHINA
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