Determining customer service quality through digitized voice characteristic measurement and filtering

摘要

Methods and apparatuses are described for determining customer service quality through digitized voice characteristic measurement and filtering. A voice analysis module captures a first digitized voice segment corresponding to speech submitted by a user of a remote device. The voice analysis module extracts a first set of voice features from the first voice segment, and determines an emotion level of the user based upon the first set of voice features. The voice analysis module captures a second digitized voice segment corresponding to speech submitted by the user. The voice analysis module extracts a second set of voice features from the second voice segment, and determines a change in the emotion level of the user by comparing the first set of voice features to the second set of voice features. The module normalizes the change in the emotion level of the user using emotion influence factors, and generates a service score.