감정노동자를 위한 딥러닝 기반의 스트레스 감지시스템의 설계

Abstract

According to the growth of the service industry, mental illness and stresses from emotional labor workers have been emerging as a social problem, thereby so-called the Emotional Labor Protection Act was implemented in 2018. However, most emotional labor workers including customer service representatives are not being protected. this emphasizes insufficient substantial protection systems and the necessity of a digital stress management system. Thus, in this paper, we suggest a stress detection system for customer service representatives based on deep learning facial expression recognition algorithm. This system consists of a real-time face detection module, an emotion classification FER module that deep-learned big data sets including Korean emotion images, and a monitoring module that only visualizes stress levels. We designed the system to aim to monitor stress and prevent mental illness in emotional workers without any surveillance by management.