Call Redistribution for a Call Center Based on Speech Emotion Recognition
نویسندگان
چکیده
منابع مشابه
Two-stream emotion recognition for call center monitoring
We present a technique for two-stream processing of speech signals for emotion detection. The first stream recognises emotion from acoustic features while the second stream recognises emotion from the semantics of the conversation. A probabilistic measure is derived for each of the individual streams and the emotion category from the two streams is recognised. The output of the two streams is c...
متن کاملCall - Routing Schemes for Call - Center
Companies may choose to outsource parts, but not all, of their call-center operations. In the course of studying contact centers in the telecommunications and financial services industries, we have observed the following (apparently) common scheme. A company classifies its customers as high or low-value, serving the former with their " in house " operations and routing the latter to an outsourc...
متن کاملCall-Routing Schemes for Call-Center Outsourcing
This paper considers four schemes for routing low-value calls between the client company and the outsourcer. These schemes vary in the complexity of their routing algorithms, as well as the sophistication of the telephone and information technology infrastructure they require of the two operations. For three of these schemes, we provide a direct characterization of system performance. For the f...
متن کاملA Call for Change in the Call Center
abStraCt Knowledge management is concerned with assisting the decision and problem solving process. In domains such as the call center, effective trouble shooting requires the (re)use of knowledge about problem classes, the range of solutions and the link between certain problems and solutions. Despite the existence of many knowledge management tools, knowledge is scattered across disparate sou...
متن کاملEnsemble methods for spoken emotion recognition in call-centres
Machine-based emotional intelligence is a requirement for more natural interaction between humans and computer interfaces and a basic level of accurate emotion perception is needed for computer systems to respond adequately to human emotion. Humans convey emotional information both intentionally and unintentionally via speech patterns. These vocal patterns are perceived and understood by listen...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Applied Sciences
سال: 2020
ISSN: 2076-3417
DOI: 10.3390/app10134653