When calls go wrong: How to detect problematic calls based on log-files and emotions?

Proceedings of the Annual Conference of the International Speech Communication Association, INTERSPEECH

Volumn , Issue , 2008, Pages 463-466

  Herm, Ota ^a   Schmitt, Alexander ^b   Liscombe, Jackson ^c  

^a CZECH TECHNICAL UNIVERSITY IN PRAGUE   (Czech Republic)

^b UNIVERSITY OF ULM   (Germany)

^c SpeechCycle Inc   (United States)

Author keywords

Emotion recognition; Online call quality monitoring; Problematic dialogue prediction

Indexed keywords

ACOUSTIC FEATURES; CALL CENTERS; CALL QUALITY MONITORING; CLASSIFICATION ACCURACY; COMBINED MODEL; EMOTION RECOGNITION; FEATURE SETS; HUMAN-COMPUTER DIALOGUES; INTERACTIVE VOICE RESPONSE SYSTEMS; LOG DATA; PROBLEMATIC DIALOGUE PREDICTION; STATE TRANSITIONS;

FORECASTING; SPEECH RECOGNITION;

SPEECH COMMUNICATION;

EID: 84867206716     PISSN: None     EISSN: 19909772     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

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