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Emotion recognition method and device, electronic device and readable storage medium

A technology of emotion recognition and emotion, applied in speech recognition, telephone communication, electrical components, etc., to improve efficiency and accuracy, improve service quality, and improve accuracy

Active Publication Date: 2020-03-24
PING AN TECH (SHENZHEN) CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

Most of the existing emotion recognition products are not suitable for customer service call center scenarios, so it is urgent to design a method that can improve emotion recognition

Method used

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  • Emotion recognition method and device, electronic device and readable storage medium
  • Emotion recognition method and device, electronic device and readable storage medium
  • Emotion recognition method and device, electronic device and readable storage medium

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Embodiment Construction

[0050] In order to be able to understand the above objectives, features and advantages of the present invention more clearly, the present invention will be further described in detail below in conjunction with the accompanying drawings and specific embodiments. It should be noted that the embodiments of the application and the features in the embodiments can be combined with each other if there is no conflict.

[0051] In the following description, many specific details are set forth in order to fully understand the present invention. However, the present invention can also be implemented in other ways different from those described here. Therefore, the protection scope of the present invention is not limited to the specific details disclosed below. Limitations of the embodiment.

[0052] figure 1 It shows a flowchart of an emotion recognition method of the present invention.

[0053] Such as figure 1 As shown, the present invention discloses an emotion recognition method, including...

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Abstract

The invention belongs to the field of data recognition and processing, and provides an emotion recognition method and system, and a readable storage medium, and the method comprises the steps: collecting a voice signal; processing the voice signal to obtain voice recognition information and text recognition information; performing voice emotion recognition and text emotion recognition on the voicerecognition information and the text recognition information to obtain voice emotion recognition information and text emotion recognition information; and calculating the voice emotion recognition information and the text emotion recognition information according to a preset calculation rule to obtain emotion information. According to the emotion recognition method and device, emotion recognitionis conducted by conducting voice and text extraction on the voice signals, and the emotion recognition accuracy is improved. By screening the voice and text information, the processing efficiency andaccuracy are improved, and positive and important effects are achieved for improving the customer service quality, reference standards for performance assessment of service personnel and the like.

Description

Technical field [0001] The invention belongs to the field of data recognition and processing, and more specifically, relates to an emotion recognition method and device, electronic equipment and readable storage medium. Background technique [0002] The call center system refers to an operating system that uses modern communication and computer technology to automatically and flexibly handle a large number of different telephone inbound / outbound services to achieve service operations. With economic development, the business volume of customer service interaction in the call center system is also increasing. Timely and effective tracking and monitoring of customer service and customer emotional state during customer service calls is of great significance for enterprises to improve their service quality. At present, most companies mainly rely on hiring special quality inspectors to sample and monitor call recordings to achieve this goal. This will bring additional costs to the comp...

Claims

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Application Information

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IPC IPC(8): G10L25/63G10L15/26H04M3/51
CPCG10L25/63H04M3/5175G10L15/26
Inventor 方豪占小杰王少军
Owner PING AN TECH (SHENZHEN) CO LTD
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