Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer’s loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer’s satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company

The Evaluation of Complaint Handling Processes in Five Star Hotels and its Reflection on Customers' Satisfaction.

A study was conducted on the “evaluation of customers’ complaints handling and its reflection on customer’s satisfaction in five star hotels. The study targeted the category of managers and administrative people of different positions related to the handling of customers’ complaints. The main objective of the study was to know the extent of applying the mechanism of customers’ complaints handling in these hotels, and the reflection of this on the satisfaction of their customers and the creation of confidence in them, which eventually brings about loyalty to those hotels. In addition, the study seeks to identify the most important procedures used in these hotels to resolve these complaints. To achieve this, a random sample comprising 200 managers and administrative people of concern regarding customers’ complaints in hotels were selected. However, only 153 valid for analysis questionnaires were recovered, that is 76.5% of the total number of the questionnaires distributed. The results showed that the process of handling complaints in these hotels affects customers’ satisfaction. All independent variables explained the variation occurring in the dependent variable, where all these dimensions showed the impact on customers' satisfaction, some of which had a direct impact and some had an indirect impact. Based on the above-mentioned facts and the results of the study, the researchers recommend that it is necessary for five star hotels to focus on complaints handling processes. Furthermore, the process should be evaluated effectively, and a clear plans and mechanisms of action should be developed because of their effective role in the creation of customers’ satisfaction and loyalty in hotels. The results also showed a significant shortage in the procedures, regulations and instructions in these hotels. Weakness in the management system, and lack of interest of these hotels to address complaints in a radical way to ensure that they will not be repeated later with other customers is essential. Hence, the effective role of the customers’ complaints handling process is clear in influencing their satisfaction and creating desired loyalty towards the five star hotels in Jordan

Data-Driven Approach for Automatic Telephony Threat Analysis and Campaign Detection

The growth of the telephone network and the availability of Voice over Internet Protocol (VoIP) have both contributed to the availability of a flexible and easy to use artifact for users, but also to a significant increase in cyber-criminal activity. These criminals use emergent technologies to conduct illegal and suspicious activities. For instance, they use VoIP’s flexibility to abuse and scam victims. A lot of interest has been expressed into the analysis and assessment of telephony cyber-threats. A better understanding of these types of abuse is required in order to detect, mitigate, and attribute these attacks. The purpose of this research work is to generate relevant and timely telephony abuse intelligence that can support the mitigation and/or the investigation of such activities. To achieve this objective, we present, in this thesis, the design and implementation of a Telephony Abuse Intelligence Framework (TAINT) that automatically aggregates, analyzes and reports on telephony abuse activities. Such a framework monitors and analyzes, in near-real-time, crowd-sourced telephony complaints data from various sources. We deploy our framework on a large dataset of telephony complaints, spanning over seven years, to provide in-depth insights and intelligence about merging telephony threats. The framework presented in this thesis is of paramount importance when it comes to the mitigation, the prevention and the attribution of telephony abuse incidents. We analyze the data and report on the complaint distribution, the used numbers and the spoofed callers’ identifiers. In addition, we identify and geo-locate the sources of the phone calls, and further investigate the underlying telephony threats. Moreover, we quantify the similarity between reported phone numbers to unveil potential groups that are behind specific telephony abuse activities that are actually launched as telephony abuse campaigns