Home // CENTRIC 2019, The Twelfth International Conference on Advances in Human-oriented and Personalized Mechanisms, Technologies, and Services // View article

Are you Lost?: Using Facial Recognition to Detect Customer Emotions in Retail Stores

Authors:
Valter Borges
Rui Duarte
Carlos Cunha
David Mota

Keywords: Image recognition; sentiment analysis; activity recognition; user satisfaction; retail environments.

Abstract:
The understanding of consumer behavior is a dynamic field, especially relevant to the success of companies and for consumer satisfaction. It is especially important in the situation of intense competition, currently characteristic for the retail store industry, where companies fight for every individual customer. Moreover, companies do not want their customers to enter their system and leave without buying products they intended to buy because they did not find them. It has an impact on user satisfaction and retail stores income. This paper addresses this problem using a facial recognition system acting at the emotional level of the customer. Our method bases on cumulative negative emotions that associate to a sadness level, which triggers events for retail store assistants to help customers. Results show that this method is adequate to measure these emotions and works as a useful reference for retail store assistant intervention.

Pages: 49 to 54

Copyright: Copyright (c) IARIA, 2019

Publication date: November 24, 2019

Published in: conference

ISSN: 2308-3492

ISBN: 978-1-61208-754-2

Location: Valencia, Spain

Dates: from November 24, 2019 to November 28, 2019