| dc.description.abstract | As the rapid development of technology, smart phone becomes a powerful tool for marketing and telephone marketing can customize the suitable strategies to make customer feel satisfied, thus it would generate a large amount of vocal data every day. However, if we want to know the satisfaction of telephone marketing, we must use the vocal data instead of paper questionnaire. There are some scholars using vocal data to discuss satisfaction by emotion or sentiment and divide it in to positive and negative, but whether the emotion or sentiment are diverse and complex, the positive may include happy, excited and satisfied and the negative may include frustrated, anger and dissatisfied, according to the above, satisfied and dissatisfied are just the possible results, so we can’t use it to represent the satisfaction of the customer, and no scholars have used the real call center’s vocal data to construct a satisfaction identification model. Therefore, this study will construct a vocal satisfaction identification model with LSTM, it combines with real vocal data of satisfaction survey and the history records of customer purchase, to explore the real customer satisfaction. In this study, the identification model derived from the vocal collected in the lab serves as a prototype to develop the satisfaction identification model for vocal collected from call centers. Based on the result, the accuracy of these two models are higher than 70%. To sum up, this model can effectively identify customer satisfaction and control the duration of a call, it can reduce costs, improve the service quality, maintain customer relationship, enhance company’s efficiency and benefits. | en_US |