This research aims to address key customer service activities, including elicitation of latent customer needs, modelling the relationships between customer preferences and design attributes, generation of a competitive structure for branded products, and dynamic analysis of customer opinion data. The project uses AI-assisted image recognition and statistical techniques to establish the relationships between features of non-verbal communication (facial expressions, body posture and gestures) of customers and their satisfaction with products/services. In addition, an intelligent system for product and service design is developed by which useful information for designing new products and services can be obtained from online customer reviews and from customers' facial expressions, body posture and gestures.

Project Leaflet

---

Principal Investigator
Dr Carman LEE 

Collaborating Investigators
Dr Yuk-Ming TANG
Dr Pai ZHENG