针对江门供电局对于座席服务过程中的表情信息、情绪信息等管理的空白处境和难以对坐席服务过程对客户的体验进行全面有效的评估问题,本研究采用了屏幕图像监控技术以及人脸表情识别技术的方法,搭建座席客户服务质量智能监控应用.通过使用电脑的界面操作信息、座席的表情信息、座席的情绪信息、交互录音信息可视化的管理界面的实际试验,进行统一管控及综合分析,为管理者进行座席服务监控、质检、提升座席服务技能提供全面的信息支持,满足实际要求.%For Power Supply Bureau of Jiangmen,for the blank position of seat in the process of expression information, emotional information management, it is difficult to for seating service process of customer experience of effective and comprehensive evaluation. Therefore , this paper is through introducing the screen image monitoring technology and facial expression analysis technology , build seat quality customer service in intelligent surveillance applications. Through the use of computer interface operation information, the expression of position information, the position of emotional information, interactive recording information visualization management interface of the practical test , make unified control and comprehensive analysis, as a manager for seating service monitoring, quality control, improve position provides the comprehensive information support service skills , meet the actual requirements.
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