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As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer\u2019s satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company.<\/jats:p>","DOI":"10.1155\/2015\/506905","type":"journal-article","created":{"date-parts":[[2015,11,8]],"date-time":"2015-11-08T16:01:47Z","timestamp":1446998507000},"page":"1-9","source":"Crossref","is-referenced-by-count":13,"title":["Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing"],"prefix":"10.1155","volume":"2015","author":[{"given":"Shuangping","family":"Gong","sequence":"first","affiliation":[{"name":"Language and Culture Research Institute, National University of Defense Technology, Changsha 410074, China"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-3307-4968","authenticated-orcid":true,"given":"Yonghui","family":"Dai","sequence":"additional","affiliation":[{"name":"School of Information Management and Engineering, Shanghai University of Finance and Economics, Shanghai 200433, China"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Jun","family":"Ji","sequence":"additional","affiliation":[{"name":"Department of Operation Quality and Service Administration, China Unicom Co. 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