Affective analysis of customer service calls
DOI:
https://doi.org/10.36505/ExLing-2019/10/0009/000371Keywords:
acoustic-prosodic features, emotions, personality traits, call-center interactions, customer satisfactionAbstract
This paper presents an affective and acoustic-prosodic analysis of a call-center corpus (700 phone calls with corresponding customer satisfaction levels). Our main goal is to understand how customers’ satisfaction correlates to the acoustic-prosodic and affective information (emotions and personality traits) of the interactions. A subset of 30 calls was manually annotated with emotions (frustrated vs. neutral) and personality traits (Big-Five model). Results on automatic satisfaction prediction from acoustic-prosodic features show a number of very informative linguistic knowledge-based features, especially pitch and energy ranges. The affective analysis also provides encouraging results, relating low/high satisfaction levels with the presence/absence of customer frustration. Concerning personality, customers tend to express signs of anxiety and nervousness, while agents are generally perceived as extroverted and open.
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Articles are published under the Creative Commons Attribution 4.0 International License (CC BY 4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are properly credited.
