In the evolving landscape of customer service within the digital economy, traditional methods of service quality assessment have shown significant limitations, this research proposes a novel deep-learning approach to service quality assessment, focusing on the Vietnamese service sector. By leveraging a multi-modal pipeline that transcends traditional evaluation methods, the research addresses the limitations of conventional assessments by analyzing speech, speaker interactions and emotional content, offering a more comprehensive and objective means of understanding customer service interactions. This aims to provide organizations with a sophisticated tool for evaluating and improving service quality in the digital economy.

翻译：在数字经济中客户服务不断演变的背景下，传统服务质量评估方法已显现出显著局限性。本研究提出了一种新颖的深度学习服务质量评估方法，重点关注越南服务行业。通过采用超越传统评估方法的多模态管道，该研究通过分析语音、说话者互动和情感内容，解决了传统评估的局限性，为理解客户服务互动提供了更全面、客观的手段。这旨在为组织提供评估和改进数字经济中服务质量的先进工具。