Measuring customer satisfaction through speech using valence-arousal approach

Kamaruddin, Norhaslinda and Abdul Rahman, Abdul Wahab and Razman Shah, Aina Najwa (2016) Measuring customer satisfaction through speech using valence-arousal approach. In: 6th International Conference on Information and Communication Technology for the Muslim World (ICT4M 2016), 22nd-24th November 2016, Jakarta, Indonesia.

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Abstract

There had been many empirical researched demonstrating the important link between customer satisfaction and sales performance, as such many Customer Satisfaction index (CSI) were developed. Almost all CSI to date uses the survey or questionnaire method, which has its flaws. In order to quantify the CSI, we propose the use of speech analysis based on the affective space model where the valence and arousal of the customer can be extracted, indicating their immediate emotion. Speech were recorded and relevant features extracted using Mel Frequency Cepstral Coefficient (MFCC) coupled with Adaptive Neuro Fuzzy Inference System (ANFIS) with subtractive clustering for classification. The network were trained to responds to the two dimensional Affective Space Model (ASM) classification which consist of valence and arousal. Further analysis were carried out to understand the impact of neutral on the accuracy of the classification. Experimental results show that recognition rate for measuring satisfaction is 40% and neutral emotion obtained the highest recognition with 58%. Such analysis can help in understanding the satisfaction and dissatisfaction of customers based on speech with improving the accuracy.

Item Type:	Conference or Workshop Item (Plenary Papers)
Additional Information:	6145/52434
Uncontrolled Keywords:	Speech emotion; Customer Satisfaction; Affective Space Model; Mel Frequency Cepstral Coefficient (MFCC); Valence; Arousal; Adaptive Neuro Fuzzy Inference System (ANFIS)
Subjects:	T Technology > T Technology (General)
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Information and Communication Technology Kulliyyah of Information and Communication Technology
Depositing User:	Prof Abdul Wahab Abdul Rahman
Date Deposited:	13 Mar 2017 12:14
Last Modified:	15 Jun 2017 13:43
URI:	http://irep.iium.edu.my/id/eprint/52434

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