Design of Intelligent Customer Service Dialogue Systems Integrating Affective Computing and Strategies for Improving User Experience
Xiexiaorong  Renmin  Xujiangnan

Mongolian National University,Ulaanbaatar，Bayangol,16060;

Abstract：With the deep penetration of artificial intelligence technology in the service sector, intelligent customer service dialogue systems have become core tools for enterprises to optimize service processes and reduce operational costs. However, traditional systems mostly focus on functional implementation, lacking the ability to perceive and respond to users' emotional needs, leading to homogenized service experiences and low user satisfaction. Based on affective computing theory and incorporating technologies such as natural language processing and speech signal analysis, this paper proposes a design framework for intelligent customer service dialogue systems that integrates affective computing. The core architecture is constructed from the affective recognition layer, affective decision-making layer, and affective response layer. Furthermore, strategies for improving user experience are discussed around three dimensions: emotional interaction design, personalized service adaptation, and service scenario extension, providing theoretical reference and practical pathways for the emotional upgrade of intelligent customer service systems.

Keywords：Affective Computing；Intelligent Customer Service；Natural Language Processing

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