An Emotional Agent for the Analysis of Customer Satisfaction Surveys

摘要

There are many studies that attempt to formulate emotions in software agents. The ability of software agents to know the type of conditions that generate emotional states regarding a particular behaviour or event require a specific domain knowledge and emotion mechanisms. Meanwhile, analyzing the Customer Satisfaction Survey (CSS) of particulars such as a company, brand, item, product or service reveal the customers' emotions regarding these particulars. Subsequently, this paper proposes an emotional agent model for the analysis of the CSS. The Emotional Analysis of Customer Satisfaction Survey (EA-CSS) model deploys an emotional agent to observe customers' feedback of a particular product or service. The agent captures and aggregates the feedback of each item of the survey individually and produces a comprehensive emotional state. This approach of analysis can be viewed online to customers, stakeholders and managers for further actions.