Call Redistribution for a Call Center Based on Speech Emotion Recognition

Call Redistribution for a Call Center Based on Speech Emotion Recognition

Call center operators communicate with callers in different emotional states (anger, anxiety, fear, stress, joy, etc.). Sometimes a number of calls coming in a short period of time have to be answered and processed. In the moments when all call center operators are busy, the system puts that call on...

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Bibliographic Details
Main Authors: Milana Bojanić, Vlado Delić, Alexey Karpov
Format: Article
Language:English
Published: MDPI AG 2020-07-01
Series:Applied Sciences
Subjects:
emotion recognition
intelligent speech signal processing
affective computing
human computer interaction
supervised learning
Online Access:https://www.mdpi.com/2076-3417/10/13/4653

Internet

https://www.mdpi.com/2076-3417/10/13/4653

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