本文選題：呼叫中心　切入點：智能服務(wù)　出處：《復(fù)旦大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著電信語音技術(shù)及現(xiàn)代信息網(wǎng)絡(luò)技術(shù)的飛速發(fā)展,語音呼叫中心已成為各行業(yè)為客戶提供各類服務(wù)的便捷平臺,在提高服務(wù)效率、服務(wù)質(zhì)量和客戶滿意度方面發(fā)揮著重要的作用。作為與客戶溝通交流及展示服務(wù)形象的重要窗口,呼叫中心如何為客戶創(chuàng)造更好的服務(wù)體驗和人性化情感關(guān)懷,已成為其服務(wù)管理中正在關(guān)注、思考的新需求。本文選題來源于導(dǎo)師所承擔(dān)的科技部國際合作項目“基于多Agent系統(tǒng)的情感智能及其應(yīng)用研究”,根據(jù)現(xiàn)代呼叫中心的服務(wù)管理新需求,在語音情感識別技術(shù)相關(guān)研究成果的基礎(chǔ)上,對呼叫服務(wù)的情感智能技術(shù)方案及其服務(wù)管理模式作了新的探索。論文首先從呼叫中心的服務(wù)模式及其語音情感特征角度,分析了呼叫服務(wù)的情感管理需求。然后,結(jié)合語音、fMRI(功能性核磁共振成像)、EEG(腦電波)等實驗觀測手段,對呼叫中心語音對話情境中的情感識別技術(shù)作了研究,提出了適合于上述情境的支持向量機(jī)(SVM)動態(tài)識別算法,為呼叫中心的服務(wù)管理提供了基于語音情感智能的技術(shù)方案。最后,論文根據(jù)上述智能服務(wù)的新要求,從服務(wù)架構(gòu)、服務(wù)流程、服務(wù)管理及項目實施角度對呼叫中心的服務(wù)管理新模式作了研究與設(shè)計,闡述了上述管理模式在電信客戶投訴呼叫服務(wù)管理中的應(yīng)用。論文的研究成果為現(xiàn)代呼叫中心的服務(wù)管理提供了基于語音情感智能的新模式及相關(guān)技術(shù)方案,對提高呼叫中心的人性化情感關(guān)懷服務(wù)體驗與具有重要的參考價值。
[Abstract]:With the rapid development of telecommunication voice technology and modern information network technology, voice call center has become a convenient platform for various industries to provide customers with various services. Service quality and customer satisfaction play an important role. As an important window to communicate with customers and display service image, call center how to create better service experience and humanistic emotional care for customers, Has become a concern in the management of its services, This paper comes from the international cooperation project of the Ministry of Science and Technology, "emotional Intelligence based on multiple Agent system and its Application Research", according to the new demand of service management in modern call center. On the basis of the related research results of speech emotion recognition technology, this paper makes a new exploration on the emotional intelligence technology scheme of call service and its service management mode. Firstly, from the point of view of the service mode of call center and its speech emotional characteristics, this paper makes a new exploration on the emotional intelligence technology of call service and its service management mode. The emotional management requirements of call service are analyzed. Then, the emotion recognition technology in the context of voice conversation in call center is studied in combination with the experimental observation methods such as functional nuclear magnetic resonance imaging (fMRI) and so on. The support vector machine (SVM) dynamic recognition algorithm suitable for the above situation is proposed, which provides a technical scheme based on voice emotion intelligence for service management of call center. Finally, according to the new requirements of the intelligent service, the paper starts with the service architecture. The service flow, service management and project implementation of the new service management model of call center are studied and designed. This paper expounds the application of the above management mode in telecom customer complaint call service management. The research results of this paper provide a new mode based on voice emotion intelligence and related technical scheme for the service management of modern call center. It has important reference value for improving the experience of humanistic emotional care service in call center.
【學(xué)位授予單位】：復(fù)旦大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：TN912.34

【共引文獻(xiàn)】

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