Non-Linguistic Analysis of Call Center Conversations

  • Sunil KumarĀ Kopparapu

Part of the SpringerBriefs in Electrical and Computer Engineering book series (BRIEFSELECTRIC)

Table of contents

  1. Front Matter
    Pages i-xii
  2. Sunil Kumar Kopparapu
    Pages 1-9
  3. Sunil Kumar Kopparapu
    Pages 11-27
  4. Sunil Kumar Kopparapu
    Pages 29-34
  5. Sunil Kumar Kopparapu
    Pages 35-45
  6. Sunil Kumar Kopparapu
    Pages 47-60
  7. Sunil Kumar Kopparapu
    Pages 61-62
  8. Back Matter
    Pages 63-83

About this book

Introduction

The book focuses on the part of the audio conversation not related to language such as speaking rate (in terms of number of syllables per unit time) and emotion centric features. This text examines using non-linguistics features to infer information from phone calls to call centers. The author analyzes "how" the conversation happens and not "what" the conversation is about by audio signal processing and analysis.

Keywords

Call Center Analytics Non-linguistic Feature Sentiment Analysis Speaking Rate Speech Analytics Voice Analytics

Authors and affiliations

  • Sunil KumarĀ Kopparapu
    • 1
  1. 1.TCS Innovation Labs - MumbaiTata Consultancy Services LimitedThane (West)India

Bibliographic information

  • DOI https://doi.org/10.1007/978-3-319-00897-4
  • Copyright Information The Author(s) 2015
  • Publisher Name Springer, Cham
  • eBook Packages Engineering
  • Print ISBN 978-3-319-00896-7
  • Online ISBN 978-3-319-00897-4
  • Series Print ISSN 2191-8112
  • Series Online ISSN 2191-8120
  • About this book