Creating Emotion Recognition Agents for Speech Signal
This chapter presents agents for emotion recognition in speech and their application to a real world problem. The agents can recognize five emotional states—unemotional, happiness, anger, sadness, and fear— with good accuracy, and be adapted to a particular environment depending on parameters of speech signal and the number of target emotions. A practical application has been developed using an agent that is able to analyze telephone quality speech signal and to distinguish between two emotional states—“agitation” and “calm”. This agent has been used as a part of a decision support system for prioritizing voice messages and assigning a proper human agent to respond the message at a call center.
KeywordsSpeech Signal Emotion Recognition Call Center Emotional Content Emotion Category
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