Customer satisfaction recognition method and device based on micro-expression, terminal and medium

A technology of customer satisfaction and identification method, which is applied in the field of customer satisfaction identification based on micro-expression, can solve the problem of inability to calculate customer satisfaction, achieve the effect of improving the success rate of collection and ensuring accuracy

Pending Publication Date: 2020-01-17
ONE CONNECT SMART TECH CO LTD SHENZHEN
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In view of the above, it is necessary to propose a customer satisfaction recognition method, device, terminal and medium based on micro-expressions, which can solve the technical problem that the customer's satisfaction cannot be calculated when the customer is expressionless during the entire service process

Method used

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  • Customer satisfaction recognition method and device based on micro-expression, terminal and medium
  • Customer satisfaction recognition method and device based on micro-expression, terminal and medium
  • Customer satisfaction recognition method and device based on micro-expression, terminal and medium

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Experimental program
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Embodiment 1

[0059] figure 1 It is a flow chart of the micro-expression-based customer satisfaction recognition method provided by Embodiment 1 of the present invention.

[0060] In this embodiment, the micro-expression-based customer satisfaction recognition method can be applied to a terminal. For a terminal that requires voice control, the micro-expression-based customer satisfaction recognition method provided by the method of the present invention can be directly integrated on the terminal. The functions recognized by the degree, or run in the terminal in the form of a software development kit (Software Development Kit, SKD).

[0061] Such as figure 1 As shown, the micro-expression-based customer satisfaction recognition method specifically includes the following steps. According to different requirements, the order of the steps in the flow chart can be changed, and some of them can be omitted.

[0062] S11. Acquiring the customer's whole-body image and audio data of a preset durati...

Embodiment 2

[0118] figure 2 It is a structural diagram of a micro-expression-based customer satisfaction recognition device provided in Embodiment 2 of the present invention.

[0119] In some embodiments, the micro-expression-based customer satisfaction recognition device 20 may include a plurality of functional modules composed of program code segments. The program codes of each program segment in the micro-expression-based customer satisfaction recognition device 20 can be stored in the memory of the terminal, and executed by the at least one processor to execute (see for details figure 1 Description) Functionality of micro-expression-based customer satisfaction recognition.

[0120] In this embodiment, the micro-expression-based customer satisfaction recognition device 20 can be divided into multiple functional modules according to the functions it performs. The functional modules may include: a first acquisition module 201 , an extraction module 202 , an input module 203 , a traini...

Embodiment 3

[0173] refer to image 3 As shown in , it is a schematic structural diagram of a terminal provided by Embodiment 3 of the present invention. In a preferred embodiment of the present invention, the terminal 3 includes a memory 31 , at least one processor 32 , at least one communication bus 33 and a transceiver 34 .

[0174] Those skilled in the art should understand that, image 3 The structure of the terminal shown does not constitute a limitation of the embodiment of the present invention, it can be a bus structure or a star structure, and the terminal 3 can also include more or less other hardware or software than shown in the figure , or different component arrangements.

[0175] In some embodiments, the terminal 3 includes an intelligent device that can automatically perform numerical calculation and / or information processing according to preset or stored instructions, and its hardware includes but not limited to microprocessors, application-specific integrated circuits, ...

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Abstract

The invention provides a customer satisfaction identification method based on micro-expressions. The method comprises the following steps: acquiring a whole-body image of a customer and audio data ofa preset duration every other preset acquisition period; extracting expression features and limb features of predetermined points from the whole body image, and extracting speech speed features and tone features from the audio data; inputting the expression features into an expression satisfaction recognition model to obtain a first satisfaction score, inputting the limb features into a limb satisfaction recognition model to obtain a second satisfaction score, and inputting the speech speed features and the tone features into a speech satisfaction recognition model to obtain a third satisfaction score; and calculating the final satisfaction of the customer according to the first, second and third satisfaction scores, and outputting the final satisfaction. The invention further provides a customer satisfaction recognition device based on the micro-expression, a terminal and a medium. According to the invention, the technical problem that the customer satisfaction cannot be calculated when the customer has no expression in the whole service process can be solved.

Description

technical field [0001] The invention relates to the field of intelligent customer service, in particular to a micro-expression-based customer satisfaction recognition method, device, terminal and medium. Background technique [0002] As human beings have higher and higher requirements for service quality, customer satisfaction with service has become the focus of attention. The current satisfaction surveys are obtained through users' active input or filling in questionnaires, but usually users do not Willing to enter or feel embarrassed to enter a lower score, resulting in inaccurate satisfaction survey results. Although in the prior art, there is also a micro-expression recognition technology to identify user satisfaction. However, the micro-expression recognition technology needs to obtain the user's facial expression in order to recognize the user's satisfaction. Expression recognition technology to identify user satisfaction. [0003] Therefore, it is necessary to pro...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G06K9/00G06Q30/00G10L25/63
CPCG10L25/63G06Q30/01G06V40/176G06V40/20
Inventor 严月强
Owner ONE CONNECT SMART TECH CO LTD SHENZHEN
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