Emotional Speech Classification Application Development Using Android Mobile Applications

Customer Relationship Management (CRM) has become popular as it is believed to be able to improve company performance. One of the features of CRM are customer satisfaction level analyses. It is a verbal communication means of sending or receiving information. There are several intonations spoken during verbal communication that reflect the emotional state. Therefore, it can be used to get information regarding the level of customer satisfaction. Sound is one type of digital data that can be processed for an emotional state of classification. In this research, the authors decided to develop a mobile application that is integrated with machine learning to record a sound and classify it into a particular emotional state. This application is believed to be able to improve the user experience and simplify the installation to improve communication engagement.