Measurement of content ratings through vision and speech recognition

• US 20040001616A1
• Filed: 06/27/2002
• Published: 01/01/2004
• Est. Priority Date: 06/27/2002
• Status: Abandoned Application

• Current Assignee: Koninklijke Philips Electronics N.V. (Koninklijke Philips N.V.)
• Original Assignee: Koninklijke Philips Electronics N.V. (Koninklijke Philips N.V.)
• Inventors: Colmenarez, Antonio Jr., Trajkovic, Miroslav, Gutta, Srinivas
• Application Number:
  US10/183,759
• Publication Number:
  US 20040001616A1
• Time in Patent Office: Days
• US Class Current: 382/118
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04H 60/33 Arrangements for monitoring the users' behaviour or opinions

Abstract

A method for measuring customer satisfaction with at least one of a service, product, and content is provided. The method including: acquiring at least one of image and speech data for the customer; analyzing the acquired at least one of image and speech data for at least one of the following: (a) detection of a gaze of the customer; (b) detection of a facial expression of the customer; (c) detection of an emotion of the customer; (d) detection of a speech of the customer; and (e) detection of an interaction of the customer with at least one of the service, product, and content; and determining customer satisfaction based on at least one of (a)-(e).

Claims

1. A method for measuring customer satisfaction with at least one of a service, product, and content, the method comprising:

acquiring at least one of image and speech data for the customer;

analyzing the acquired at least one of image and speech data for at least one of the following;

(a) detection of a gaze of the customer;

(b) detection of a facial expression of the customer;

(c) detection of an emotion of the customer;

(d) detection of a speech of the customer; and

(e) detection of an interaction of the customer with at least one of the service, product, and content; and

determining customer satisfaction based on at least one of (a)-(e).

2. The method of claim 1, further comprising determining at least one of a gender, ethnicity, and age of the customer from the at least one of image and speech data.

3. The method of claim 1, wherein the acquiring comprises identifying the customer in the image data.

4. The method of claim 3, wherein the identifying comprises detecting a face in the image data.

5. The method of claim 3, wherein the identifying comprises classifying objects in the image data as people and non-people.

6. The method of claim 1, wherein the detection of a gaze of the customer comprises at least one of determining if a direction of the detected gaze is towards at least one of the service, product, and content and the duration of the gaze towards at least one of the service, product, and content.

7. The method of claim 1, wherein the detection of a facial expression of the customer comprises determining whether the detected facial expression is one of satisfaction or dissatisfaction.

8. The method of claim 6, further comprising detecting whether the gaze of the customer is towards at least one of the service, product, and content at a time when the facial expression is detected and wherein the determining of the customer satisfaction is at least partly based thereon.

9. The method of claim 1, wherein the detection of an emotion of the customer is at least partly based on the detection of at least one of the speech and facial expression of the customer.

10. The method of claim 1, wherein the detection of an emotion of the customer comprises detecting an intensity of the emotion of the customer.

11. The method of claim 10, wherein the detecting of an intensity of emotion is at least partly based on the detection of at least one of the speech and facial expression of the customer.

12. The method of claim 1, wherein the detecting of a speech of the customer comprises detecting specific phrases of the recognized speech.

13. The method of claim 1, wherein the detecting of a speech of the customer comprises detecting emotion in the recognized speech.

14. The method of claim 1, wherein the detection of an interaction of the customer with at least one of the service, product, and content comprises detecting a physical interaction with at least one of the product, service, and content.

15. A computer program product embodied in a computer-readable medium for measuring customer satisfaction with at least one of a service, product, and content, the computer program product comprising:

computer readable program code means for acquiring at least one of image and speech data for the customer;

computer readable program code means for analyzing the acquired at least one of image and speech data for at least one of the following;

(a) detection of a gaze of the customer;

(b) detection of a facial expression of the customer;

(c) detection of an emotion of the customer;

(d) detection of a speech of the customer; and

(e) detection of an interaction of the customer with at least one of the service, product, and content; and

computer readable program code means for determining customer satisfaction based on at least one of (a)-(e).

16. The computer program product of claim 15, further comprising computer readable program code means for determining at least one of a gender, ethnicity, and age of the customer from the at least one of image and speech data.

17. A program storage device readable by machine, tangibly embodying a program of instructions executable by the machine to perform method steps for measuring customer satisfaction with at least one of a service, product, and content, the method comprising:

acquiring at least one of image and speech data for the customer;

analyzing the acquired at least one of image and speech data for at least one of the following;

(a) detection of a gaze of the customer;

(b) detection of a facial expression of the customer;

(c) detection of an emotion of the customer;

(d) detection of a speech of the customer; and

(e) detection of an interaction of the customer with at least one of the service, product, and content; and

determining customer satisfaction based on at least one of (a)-(e).

18. The program storage device of claim 17, wherein the method further comprises determining at least one of a gender, ethnicity, and age of the customer from the at least one of image and speech data.

19. An apparatus for measuring customer satisfaction with at least one of a service, product, and content, the apparatus comprising:

at least one of a camera and microphone for acquiring at least one of image and speech data for the customer; and

a processor having means for analyzing the acquired at least one of image and speech data for at least one of the following;

(a) detection of a gaze of the customer;

(b) detection of a facial expression of the customer;

(c) detection of an emotion of the customer;

(d) detection of a speech of the customer; and

(e) detection of an interaction of the customer with at least one of the service, product, and content;

wherein the processor further has means for determining customer satisfaction based on at least one of (a)-(e).

20. The apparatus of claim 19, wherein the processor further has means for determining at least one of a gender, ethnicity, and age of the customer from the at least one of image and speech data.