ISCA Archive SpeechProsody 2008
ISCA Archive SpeechProsody 2008

Using prosody for automatically monitoring human-computer call dialogues

Woosung Kim

In human-computer call dialogues, human callers often get frustrated or angry due to, e.g., the computer’s mistakes. Detecting such emotions would be beneficial for many purposes; nevertheless, emotion detection so far has been studied primarily as a classification task. Taking a step forward from classifying emotions from a single utterance, this paper investigates whether emotions, detected by prosodic features, can be used practically at the dialogue level, i.e., for monitoring human-computer dialogues to detect BAD calls requiring human agent’s assistance. We first show emotion detection can be improved by a regression model. In combining emotion detection and dialogue monitoring, we demonstrate decision level fusion is better than feature level fusion. Our experiments also confirm that NEGATIVE emotions may be a sufficient, but not a necessary condition for detecting BAD calls. Finally, we show that BAD calls due to caller’s NEGATIVE emotions may be identified by other clues.

doi: 10.21437/SpeechProsody.2008-18

Cite as: Kim, W. (2008) Using prosody for automatically monitoring human-computer call dialogues. Proc. Speech Prosody 2008, 79-82, doi: 10.21437/SpeechProsody.2008-18

  author={Woosung Kim},
  title={{Using prosody for automatically monitoring human-computer call dialogues}},
  booktitle={Proc. Speech Prosody 2008},