Facial Expression as an Implicit Customers' Feedback and the Challenges

• Published in: Computer Graphics, Imaging and Visualisation (CGIV 2007) pp. 377 - 381
• Main Authors: Kasiran, Z., Yahya, S.
• Format: Conference Proceeding
• Language: English
• Published: IEEE 01-08-2007
• Subjects: Customer satisfaction; Customers' satisfaction; Emotion recognition; Face detection; Face recognition; Facial animation; Facial Expression; Facial features; Feedback; Human computer interaction; Image recognition; Psychology
• ISBN: 0769529283; 9780769529288
• DOI: 10.1109/CGIV.2007.40

The human face is rich of information and plays important roles in daily communication such as expressing the emotions nonverbally. Facial expression comes in all varieties. Some are intense and sustained while others are subtle and fleeting. Much progress has been made to build computer systems that recognize facial expression for human computer interaction such as affective computing which apply the automatic facial recognition techniques in human computer interaction where the main idea is that the computer could better adjust its behavior to user's current emotion. Other possible area that could use the advance technology of Facial expression recognition system is the customer satisfaction measurement. The expression of customer being served at the counter is captured to evaluate the satisfaction of the customer. This multimedia approach of customer satisfaction measurement is an alternative of the conventional way of collecting customers' response.