Supporting Interpersonal Emotion Regulation of Call Center Workers via Customer Voice Modulation.
Duri LeeKyungmin NamUichin LeePublished in: CHI Extended Abstracts (2024)
Keyphrases
- call center
- emotion recognition
- service level
- arrival rate
- asymptotically optimal
- service quality
- customer service
- information technology
- customer relationship management
- service systems
- heavy traffic
- queueing model
- queue length
- virtual humans
- customer support
- service times
- facial expressions
- emotional state
- special case
- databases
- real time