Development of facial expression recognition for training video customer service representatives
Development of facial expression recognition for training video customer service representatives
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DOI：
10.1109/fuzz-ieee.2014.6891864
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发表时间：
2014-07
期刊：
影响因子：
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通讯作者：
Tuan Linh Dang;E. Cooper;K. Kamei
中科院分区：
文献类型：
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作者：
Tuan Linh Dang;E. Cooper;K. Kamei
本文描述了面部表情和顾客服务质量印象之间的关系的研究。根据研究结果，设计一个面部表情预警系统，以提高客户服务代表在培训课程中练习时的服务质量。该系统在现有系统的基础上，分为人脸识别、特征提取和表情识别三个模块。本文还使用Haar类特征进行人脸检测和支持向量机的面部表情识别，试图提高识别率，通过使用一种新的特征提取方法。本文还介绍了标准的面部表情数据库测试时的方法的结果。
This paper describes a study of the relation between facial expression and customer impression of service quality. Based on the results, a facial expression warning system will be designed to improve the service quality of the Customer Service Representative when they practice in training sessions. The system, based on existing systems, has three modules: facial recognition, feature extraction and facial expression recognition. This paper also uses Haar-like features for face detection and a Support Vector Machine for facial expression recognition in an attempt to improve the recognition rate by using a novel feature extraction method. This paper also presents results of the method when tested on standard facial expression databases.