Sistema de reconocimiento de expresión facial para la detección de emociones : prototipo para medir el nivel de satisfacción de servicio al cliente en la recepción de la Carrera de Computación de la Universidad Católica Santiago de Guayaquil.

Abstract

This project seeks to improve the process of qualification of the attention at the reception of the Faculty of Engineering, Computer Career of the UCSG, where the main objective is to predict the quality of customer service, based on the recognition of emotions through the customer facial expression. For facial analysis, cloud-based technology, Azure Face Api, a facial expression engine that allows face detection based on the Viola-Jones algorithm was used; with respect to the image capture process, a Raspberry Pi board is used with its camera, connected to an arduino board and a sensor that will detect the presence of the person; for the development of the solution, the different technologies used in a single application are linked where the current qualification of the attention is shown, developed in the C # language. Qualitative and exploratory research was used for the project, using the interview as a data collection technique, the same one that was carried out to three people from the reception area. From the data collection, it was known how to perform the manual qualification process, recognizing the need for an update and automation of this process. After the tests carried out, it was possible to verify the ease of use and advantages that its implementation provides for greater control by the assigned personnel, creating deeper analyzes, which with conventional methods was impossible to establish.