Classification of emotional speech units in call centre interactions

dc.contributor.author	Γαλάνης, Δημήτριος	el
dc.contributor.author	Καραμπέτσος, Σωτήριος Χ.	el
dc.contributor.author	Κουτσομπόγερα, Μαρία	el
dc.contributor.author	Παπαγεωργίου, Χάρης	el
dc.contributor.author	Esposito, Anna M.	it
dc.date.accessioned	2015-06-07T19:16:52Z
dc.date.issued	2015-06-07
dc.identifier.uri	http://hdl.handle.net/11400/15536
dc.rights	Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ηνωμένες Πολιτείες	*
dc.rights.uri	http://creativecommons.org/licenses/by-nc-nd/3.0/us/	*
dc.source	http://ieeexplore.ieee.org/	en
dc.subject	call centre interactions
dc.subject	emotion classification
dc.subject	emotional speech
dc.subject	SVM
dc.subject	αλληλεπιδράσεις τηλεφωνικού κέντρου
dc.subject	συναισθηματική ομιλία
dc.title	Classification of emotional speech units in call centre interactions	en
heal.type	conferenceItem
heal.classification	Technology
heal.classification	Electrical engineering
heal.classification	Τεχνολογία
heal.classification	Ηλεκτρολογία Μηχανολογία
heal.classificationURI	http://id.loc.gov/authorities/subjects/sh85133147
heal.classificationURI	http://zbw.eu/stw/descriptor/18426-4
heal.classificationURI	N/A-Τεχνολογία
heal.classificationURI	N/A-Ηλεκτρολογία Μηχανολογία
heal.contributorName	Riviello, Maria Teresa	it
heal.identifier.secondary	DOI: 10.1109/CogInfoCom.2013.6719279
heal.dateAvailable	10000-01-01
heal.language	en
heal.access	forever
heal.publicationDate	2013
heal.bibliographicCitation	Galanis, D., Karabetsos, S.H., Koutsombogera, M., Papageorgiou, H., Esposito, A.M., et al. (2013) Classification of emotional speech units in call centre interactions, In: Proceedings of the 4th IEEE International Conference on Cognitive Infocommunications, CogInfoCom 2013. Budapest, Hungary. 2-5 December, 2013. [online]. p. 403-406. Available from: http://ieeexplore.ieee.org/	en
heal.abstract	Detecting emotional traits in call centre interactions can be beneficial to the quality management of the services provided, since this reveals the positioning of both speakers, i.e. satisfaction or frustration and anger on the customers' side, and stress detection, disappointment mitigation or failure to provide the requested service on the operators' side. This paper describes a machine learning approach to classify emotional speech units occurring in a call centre dataset by employing emotion-related labels, automatically extracted acoustic features as well as additional context-related features.	en
heal.publisher	IEEE	en
heal.fullTextAvailability	false
heal.conferenceName	4th IEEE International Conference on Cognitive Infocommunications, CogInfoCom 2013	en
heal.conferenceItemType	poster