Code
01CD04325
Duration
01 November 2025 → 31 March 2026
Funding
Regional and community funding: Special Research Fund
Promotor
Research disciplines
-
Social sciences
- Consumer behaviour
Keywords
Call Center
Emotion Recognition in Conversations
Artificial Intelligence
Customer Satisfaction
Project description
This project uses artificial intelligence-based analysis techniques in a context of call center conversations. We create an end-to-end natural language processing pipeline to process real-world call center conversations at a large scale. We analyze the influence of emotions on customer satisfaction. These insights are then finetuned to train machine learning models to predict customer satisfaction at the end of a call.