Customer Service Quality Pre-Control Based On Emotion Analysis

In the enterprise service quality management system, service quality is the key point of manager’s main concern, and for the type of service process oriented, service quality is difficult to evaluate and judge with structured data. Subjective evaluation of the whole process of customer service, has become an important channel to research the quality of service. However, the customer evaluation of service quality, will largely change into emotion, therefore, customer emotion has an important significance in the evaluation of service quality.In order to monitor and pre-control the quality of service, this paper will be based on customer emotion, evaluation of customer service quality, customer evaluation of unstructured text by using the currently popular methods of data mining, text recognition model of intelligent automatic identification, and mining characteristics of customer emotion from it, and the influencing factors of the quality of customer service through the establishment of evaluation rules and pre-control model, finally get the evaluation of service quality and the measures of risk.In the environment of diversified marketing service, the quality of service is different, the quality of service is different, and the influence of different standards is also different. In the customer feedback process, customer emotion, to prevent the customer passes quietly. In the analysis of factors affecting customer emotion, combined with the theory of the relationship between customer satisfaction and service to external emotion, including market competition environment, customer life cycle, the characteristics of the service which impact on emotion, summarize customer emotion expression on many conditions. In the research of text recognition, refer to text recognition method based on conditional random field model, the effect of recognition feature template has a good help, and try to build the field of information technology based on the feature words helped to identify the feature words.At the end of this paper, based on the evaluation of service quality of customer recognition method and pre-control system, establish the service quality control model based on customer emotion, and set the quality level of risk with the corresponding response measures of risk. The model help the enterprise to carry on the quality of service quality, prevent risks which may lead to loss of customers.