چکیده مقاله
In today's business world, many transactions are conducted over the phone or online, and call centers play a crucial role in managing communications and resolving customer issues These centers act as an intermediary between companies and customers, aiming to address problems, correct mistakes, and increase customer satisfaction One of the key aspects of research in call centers is the automation of their operations Call center agents interact with numerous users throughout the day, who experience various emotional states such as stress, anger, fear, anxiety, and happiness At different times, a large number of calls are connected to call centers, all of which must be answered and processed When all agents are busy handling calls, incoming calls are placed on hold without considering their urgency The goal of this research is to improve First Call Resolution FCR and distribute calls based on their urgency and wait time This proposed method can be applied to elderly care service centers, emergency medical centers, travel safety centers, and complaints departments for ride hailing services The suggested approach is based on emotion detection in users' speech, where calls with emotions such as fear, sadness, and anger are given higher priority, while calls with neutral or happy emotions are assigned lower priority This experiment was conducted in a simulated call center, and the results demonstrate a significant improvement in reducing Average Wait Time AWT for high priority calls, particularly those expressing anger and fear
کلیدواژهها
نویسندگان
MohammadAmin ArabAhmadi
Maryam Jalali maryamjalali@shahroodut.ac.ir
Maryam Jalali
maryamjalali@shahroodut ac ir
شیوه ارجاع
ArabAhmadi, MohammadAmin and Jalali, Maryam,1404,Intelligent Call Priority System for Support Centers Based on Emotion Recognition in Speech,The 7th international conference on artificial intelligence and its future prospects in electrical, computer, mechanical and telecommunication engineering sciences,Mashhad
ارائهشده در
مجموعه مقالات هفتمین کنفرانس بین المللی هوش مصنوعی و چشم انداز آینده آن در علوم مهندسی برق ، کامپیوتر ، مکانیک و مخابرات21 مرداد 1404 · مشهد