期刊名称：TELKOMNIKA (Telecommunication Computing Electronics and Control)
印刷版ISSN：2302-9293
出版年度：2021
卷号：19
期号：1
DOI：10.12928/telkomnika.v19i1.17417
语种：English
出版社：Universitas Ahmad Dahlan
摘要：Customer satisfaction is very important for public service providers, customer satisfaction can be delivered with a survey application or writing criticism that can be used to evaluate and improve service. Unfortunately, there are only a few customers who are willing to give an assessment. The survey application cannot represent the overall feeling of the customer, so it is necessary to analyze the content of the conversation between the customer and the service personnel to determine the level of customer satisfaction. In small amounts, it can be done manually, but in large quantities it is more effective to use the system. A solution is needed in the form of a system that converts voice conversations into text and analyzes customer satisfaction to obtain information for evaluation and improvement of services. This research uses K-nearest neighbors (KNN) and term frequency-inverse document frequency (TF-IDF) algorithm with natural language processing (NLP) approach to classify conversations into 2 classes, "satisfied" and " dissatisfied ". The results of this study received 74.00% accuracy, 76.00% precision and 73.08% recall. In conversations with the label "satisfied" shows customers satisfied with the service and fulfillment of customer desires, while in conversations with the label "not satisfied" customers are less satisfied with the waiting time.
