Analysis of customers＇ satisfaction provides a guarantee to improve the service quality in call centers.In this paper,a novel satisfaction recognition framework is introduced to analyze the customers＇ satisfaction.I...Analysis of customers＇ satisfaction provides a guarantee to improve the service quality in call centers.In this paper,a novel satisfaction recognition framework is introduced to analyze the customers＇ satisfaction.In natural conversations,the interaction between a customer and its agent take place more than once.One of the difficulties insatisfaction analysis at call centers is that not all conversation turns exhibit customer satisfaction or dissatisfaction. To solve this problem,an intelligent system is proposed that utilizes acoustic features to recognize customers＇ emotion and utilizes the global features of emotion and duration to analyze the satisfaction. Experiments on real-call data show that the proposed system offers a significantly higher accuracy in analyzing the satisfaction than the baseline system. The average F value is improved to 0. 701 from 0. 664.展开更多
Droughts may be caused by both natural and anthropogenic factors and delimitation of them is crucial for identification of exposed areas.This study concentrated on the application of the threshold level method combine...Droughts may be caused by both natural and anthropogenic factors and delimitation of them is crucial for identification of exposed areas.This study concentrated on the application of the threshold level method combined with GIS modelling applied to hydrogeological drought characterization.The first step was to define groundwater drought periods and analysis of drought intensity and duration based on long-term monitoring data from points evenly spaced within the study area.Then the distribution of hydrogeological drought intensity was identified combining a geostatistical kriging method with the type of geographical region.Utilizing GIS modelling with integration of several parameters the final map was created showing vulnerability and exposure of the area to hydrogeological drought.Studies indicate that the area most exposed to drought is located in the north eastern part of Lower Silesia being influenced by water abstraction and mining activity as well as drought.展开更多
基金Supported by the National Natural Science Foundation of China(61473041,61571044,11590772)
文摘Analysis of customers＇ satisfaction provides a guarantee to improve the service quality in call centers.In this paper,a novel satisfaction recognition framework is introduced to analyze the customers＇ satisfaction.In natural conversations,the interaction between a customer and its agent take place more than once.One of the difficulties insatisfaction analysis at call centers is that not all conversation turns exhibit customer satisfaction or dissatisfaction. To solve this problem,an intelligent system is proposed that utilizes acoustic features to recognize customers＇ emotion and utilizes the global features of emotion and duration to analyze the satisfaction. Experiments on real-call data show that the proposed system offers a significantly higher accuracy in analyzing the satisfaction than the baseline system. The average F value is improved to 0. 701 from 0. 664.
文摘Droughts may be caused by both natural and anthropogenic factors and delimitation of them is crucial for identification of exposed areas.This study concentrated on the application of the threshold level method combined with GIS modelling applied to hydrogeological drought characterization.The first step was to define groundwater drought periods and analysis of drought intensity and duration based on long-term monitoring data from points evenly spaced within the study area.Then the distribution of hydrogeological drought intensity was identified combining a geostatistical kriging method with the type of geographical region.Utilizing GIS modelling with integration of several parameters the final map was created showing vulnerability and exposure of the area to hydrogeological drought.Studies indicate that the area most exposed to drought is located in the north eastern part of Lower Silesia being influenced by water abstraction and mining activity as well as drought.
