Quietly Angry, Loudly Happy: Self-Reported Customer Satisfaction Vs. Automatically Detected Emotion In Contact Center Calls - Archive ouverte HAL Accéder directement au contenu
Article Dans Une Revue Interaction Studies Année : 2023

Quietly Angry, Loudly Happy: Self-Reported Customer Satisfaction Vs. Automatically Detected Emotion In Contact Center Calls

Eric Bolo
  • Fonction : Auteur
  • PersonId : 1116761
Muhammad Samoul
  • Fonction : Auteur
  • PersonId : 1116762
Nicolas Seichepine
  • Fonction : Auteur
  • PersonId : 1257704

Résumé

Phone calls are an essential communication channel in today's contact centers, but they are more difficult to analyze than written or form-based interactions. To that end, companies have traditionally used surveys to gather feedback and gauge customer satisfaction. In this work, we study the relationship between self-reported customer satisfaction (CSAT) and automatic utterance-level indicators of emotion produced by affect recognition models, using a real dataset of contact center calls. We find (1) that positive valence is associated with higher CSAT scores, while the presence of anger is associated with lower CSAT scores; (2) that automatically detected affective events and CSAT response rate are linked, with calls containing anger/positive valence exhibiting respectively a lower/higher response rate; (3) that the dynamics of detected emotions are linked with both CSAT scores and response rate, and that emotions detected at the end of the call have a greater weight in the relationship. These findings highlight a selection bias in self-reported CSAT leading respectively to an over/under-representation of positive/negative affect.
Fichier principal
Vignette du fichier
Customer-satisfaction-emotion.pdf (387.65 Ko) Télécharger le fichier
Origine : Fichiers produits par l'(les) auteur(s)

Dates et versions

hal-04109350 , version 1 (30-05-2023)

Identifiants

Citer

Eric Bolo, Muhammad Samoul, Nicolas Seichepine, Mohamed Chetouani. Quietly Angry, Loudly Happy: Self-Reported Customer Satisfaction Vs. Automatically Detected Emotion In Contact Center Calls. Interaction Studies, 2023, 24 (1), pp.168-192. ⟨10.1075/is.22038.bol⟩. ⟨hal-04109350⟩
79 Consultations
186 Téléchargements

Altmetric

Partager

Gmail Facebook X LinkedIn More