计算机科学 ›› 2018, Vol. 45 ›› Issue (9): 248-252.doi: 10.11896/j.issn.1002-137X.2018.09.041
朱虎超, 虞慧群, 范贵生, 邓存彬
ZHU Hu-chao, YU Hui-qun, FAN Gui-sheng, DENG Cun-bin
摘要: 客服热线的情感分析对企业核心业务的发展具有决策作用,能提升用户的忠诚度。传统的热线情感分析方法采用的是人工记录或随机采样方式,这样不仅耗费人力,而且无法保障准确率,关键在于其不能客观反映客户的情感,从而最终影响企业的业务质量。结合项目背景,针对燃气公司现有的离线音频文件,提出了声学特征和领域情感词典混合算法,并将其应用于客服热线数据的情感分析以及客户情感(负向、非负向)的识别中;最后,通过召回率、准确率和精确率衡量了算法性能。实验选取1500个音频文件作为数据集,其中负向和非负向数据集均为750个。实验结果表明,该算法在项目实践中具有较好的识别效果,尤其是与领域情感词典的结合。
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