Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing

Table 5

Average recognition rate of emotions.

Recognition methods	Recognition rate
	Calmness	Discontent	Angry	Average
BPNN	81.22%	60.46%	80.92%	74.20%
SVM (12-order MFCC)	84.50%	61.40%	83.27%	76.39%
SVM (combined 12-order MFCC and short energy)	88.60%	61.83%	89.80%	80.08%