PROJECTS
Classification of emotional speech units in call centre interactions
Year: | 2013 | ||||
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Authors: | Dimitris Galanis; Sotiris Karabetsos; Maria Koutsombogera; Harris Papageorgiou; Anna Esposito; Maria Teresa Riviello | ||||
Book title: | Cognitive Infocommunications (CogInfoCom), 2013 IEEE 4th International Conference | ||||
Pages: | 403-406 | ||||
Date: | December | ||||
ISBN: | 978-1-4799-1543-9 | ||||
DOI: | 10.1109/CogInfoCom.2013.6719279 | ||||
Abstract: | Detecting emotional traits in call centre
interactions can be beneficial to the quality management of the
services provided, since this reveals the positioning of both
speakers, i.e. satisfaction or frustration and anger on the
customers’ side, and stress detection, disappointment mitigation
or failure to provide the requested service on the operators’ side.
This paper describes a machine learning approach to classify
emotional speech units occurring in a call centre dataset by
employing emotion-related labels, automatically extracted
acoustic features as well as additional context-related features. |
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[Bibtex] |