Automatic Satisfaction Analysis in Call Centers Considering Global Features of Emotion and Duration

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.

二胎政策下月子会所的情感化思考与研究方案

随着我国20世纪80年代初期计划生育基本国策实施以来,普通家庭大都是'4+2+1'式的家庭结构,年轻夫妇们一般很少与父母居住在一起,甚至都不在同一个城市生活。80/90后的年轻女性,她们的自我保健意识特别强,对于自己产褥期的健康和宝宝照护也是日益重视,觉得老一代人传统坐月子的方式不太容易接受,这也促使更多的家庭开始重视女性的产后护理和婴儿护理,月子会所的出现及时满足了这部分家庭的需求。我国的产业结构伴随着社会经济的持续进展,也在不断的变化与发展,产业结构的细分也逐步清晰,作为全民经济发展中的一个全新经济增长点——母婴产业日趋热门。月子会所进入大陆市场较迟,处在产业发展的初级阶段,面对这样的市场机遇,文章首先对月子会所需求进行分析,以独立式月子会所的研究为出发点,本文首先对当今女性心理、产后护理中心的相关理论研究进行阐述。其次,分析总结出新生儿妈妈在这段特殊时期对空间的生理需求、心理需求、审美需求、情感需求、人文关怀需求,并归纳总结出产后护理中心室内设计的基本原则。

医疗理念的演进与医疗建筑的发展

随着医疗理念从“技术至上”向“以人为本”的演进,医疗建筑也开始了这个方向的探索。本文回顾了我国医疗建筑发展的历史,并探索了在新医疗理念影响下,人们在医疗建筑整体设计上所做的尝试。这些探索对于我国目前医疗建筑环境在新医疗理念下的改进都有重要的参考价值。