Research Explorer

Project

Artificial Intelligence (AI)-based analysis of customer satisfaction in call center conversations
Code
01CD04325
Duration
01 November 2025 → 31 March 2026
Funding
Regional and community funding: Special Research Fund
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.