HIGHLIGHTS
- who: Yi Zhang from the University of Bologna, Italy have published the paper: Judging the emotional states of customer service staff in the workplace: A multimodal dataset analysis, in the Journal: (JOURNAL) of March/30,/2021
- what: Compared to multimodal emotion recognition, the authors propose that single-model recognition is susceptible to subjective and objective factors, resulting in distorted judgment. This study provides recommendations for effectively identifying and managing customer service sentiment in the workplace. To explore the genuine emotional state of customer service staff, each phone call was set as a research unit in . . .
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