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Customer service monitoring method and device based on emotion recognition, equipment and storage medium

A technology of emotion recognition and facial expression recognition, which is applied in the field of devices, customer service monitoring methods based on emotion recognition, equipment and storage media, to achieve the effects of improving quality, increasing satisfaction, and assisting management work

Pending Publication Date: 2019-06-21
ONE CONNECT SMART TECH CO LTD SHENZHEN
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Problems solved by technology

[0004] In view of this, it is necessary to focus on the fact that there are basically no measures for emotional monitoring of customer service personnel in the existing technology. The leader only evaluates the work attitude of a customer service personnel through satisfaction surveys and scoring mechanisms, and provides a customer service based on emotion recognition. Monitoring method, device, equipment and storage medium

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  • Customer service monitoring method and device based on emotion recognition, equipment and storage medium
  • Customer service monitoring method and device based on emotion recognition, equipment and storage medium
  • Customer service monitoring method and device based on emotion recognition, equipment and storage medium

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Embodiment Construction

[0048] In order to make the object, technical solution and advantages of the present invention clearer, the present invention will be further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described here are only used to explain the present invention, not to limit the present invention.

[0049]Those skilled in the art will understand that unless otherwise stated, the singular forms "a", "an", "said" and "the" used herein may also include plural forms. It should be further understood that the word "comprising" used in the description of the present invention refers to the presence of said features, integers, steps, operations, elements and / or components, but does not exclude the presence or addition of one or more other features, Integers, steps, operations, elements, components, and / or groups thereof.

[0050] figure 1 It is an overall flowchart of a customer service monitoring m...

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Abstract

The invention relates to the technical field of micro-expression recognition, in particular to a customer service monitoring method and device based on emotion recognition, equipment and a storage medium, and the method comprises the steps: obtaining a to-be-detected face image, and preprocessing the face image; Inputting the preprocessed face image into a trained expression classification model based on a convolutional neural network for processing to obtain an expression recognition result of the face image; According to an expression recognition result of the face image, calculating and obtaining an emotion recognition result corresponding to the face image according to a preset corresponding relation between expressions and emotions and a calculation rule; And sending a prompt messagecorresponding to the emotion recognition result to a customer service staff according to the emotion recognition result. The emotion of the customer service staff is monitored in real time, some emotion relieving methods are provided, the service quality of the customer service staff is improved, and the satisfaction degree of users is increased.

Description

technical field [0001] The present application relates to the technical field of micro-expression recognition, in particular to a customer service monitoring method, device, equipment and storage medium based on emotion recognition. Background technique [0002] Customer service mainly embodies a customer satisfaction-oriented value. In a broad sense, any content that can improve customer satisfaction belongs to the scope of customer service. Customer service can basically be divided into manual customer service and electronic customer service, of which manual customer service can be subdivided into text customer service, video customer service and voice customer service. Text customer service refers to customer service mainly in the form of typing and chatting; video customer service refers to customer service mainly in the form of voice and video; voice customer service refers to customer service mainly in the form of mobile phones. [0003] At present, customer service b...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06K9/00G06K9/62G06N3/04G06N3/08G06Q30/02
Inventor 万梅
Owner ONE CONNECT SMART TECH CO LTD SHENZHEN
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