Real-time spoken affect classification and its application in call-centres

Donn Morrison; Ruili Wang; Liyanage C. De Sislva; W. L. Xu

doi:10.1109/ICITA.2005.231

Real-time spoken affect classification and its application in call-centres

Donn Morrison, Ruili Wang, Liyanage C. De Sislva, W. L. Xu

Research output: Chapter in Book/Conference proceeding › Conference contribution › peer-review

12 Citations (Scopus)

Abstract

We propose a novel real-time affect classification system based on features extracted from the acoustic speech signal. The proposed system analyses the speech signal and provides a real-time classification of the speaker's perceived affective state. A neural network is trained and tested using a database of 391 authentic emotional utterances from 11 speakers. Two emotions, anger and neutral, are considered. The system is designed to be speaker and text-independent and is to be deployed in a call-centre environment to assist in the handling of customer inquiries. We achieve a success rate of 80.1% accuracy in our preliminary results.

Original language	English
Title of host publication	Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005
Pages	483-487
Number of pages	5
DOIs	https://doi.org/10.1109/ICITA.2005.231
Publication status	Published - 2005
Externally published	Yes
Event	3rd International Conference on Information Technology and Applications, ICITA 2005 - Sydney, Australia Duration: 4 Jul 2005 → 7 Jul 2005

Publication series

Name	Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005
Volume	I

Conference

Conference	3rd International Conference on Information Technology and Applications, ICITA 2005
Country/Territory	Australia
City	Sydney
Period	4/07/05 → 7/07/05

ASJC Scopus subject areas

General Engineering

Access to Document

10.1109/ICITA.2005.231

Cite this

Morrison, D., Wang, R., De Sislva, L. C., & Xu, W. L. (2005). Real-time spoken affect classification and its application in call-centres. In Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005 (pp. 483-487). Article 1488852 (Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005; Vol. I). https://doi.org/10.1109/ICITA.2005.231

@inproceedings{2d1cd6ab6c574780836ef0a21975ed53,

title = "Real-time spoken affect classification and its application in call-centres",

abstract = "We propose a novel real-time affect classification system based on features extracted from the acoustic speech signal. The proposed system analyses the speech signal and provides a real-time classification of the speaker's perceived affective state. A neural network is trained and tested using a database of 391 authentic emotional utterances from 11 speakers. Two emotions, anger and neutral, are considered. The system is designed to be speaker and text-independent and is to be deployed in a call-centre environment to assist in the handling of customer inquiries. We achieve a success rate of 80.1% accuracy in our preliminary results.",

author = "Donn Morrison and Ruili Wang and {De Sislva}, {Liyanage C.} and Xu, {W. L.}",

year = "2005",

doi = "10.1109/ICITA.2005.231",

language = "English",

isbn = "0769523161",

series = "Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005",

pages = "483--487",

booktitle = "Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005",

note = "3rd International Conference on Information Technology and Applications, ICITA 2005 ; Conference date: 04-07-2005 Through 07-07-2005",

}

Morrison, D, Wang, R, De Sislva, LC & Xu, WL 2005, Real-time spoken affect classification and its application in call-centres. in Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005., 1488852, Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005, vol. I, pp. 483-487, 3rd International Conference on Information Technology and Applications, ICITA 2005, Sydney, Australia, 4/07/05. https://doi.org/10.1109/ICITA.2005.231

Real-time spoken affect classification and its application in call-centres. / Morrison, Donn; Wang, Ruili; De Sislva, Liyanage C. et al.
Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005. 2005. p. 483-487 1488852 (Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005; Vol. I).

Research output: Chapter in Book/Conference proceeding › Conference contribution › peer-review

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T1 - Real-time spoken affect classification and its application in call-centres

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AU - Wang, Ruili

AU - De Sislva, Liyanage C.

AU - Xu, W. L.

PY - 2005

Y1 - 2005

N2 - We propose a novel real-time affect classification system based on features extracted from the acoustic speech signal. The proposed system analyses the speech signal and provides a real-time classification of the speaker's perceived affective state. A neural network is trained and tested using a database of 391 authentic emotional utterances from 11 speakers. Two emotions, anger and neutral, are considered. The system is designed to be speaker and text-independent and is to be deployed in a call-centre environment to assist in the handling of customer inquiries. We achieve a success rate of 80.1% accuracy in our preliminary results.

AB - We propose a novel real-time affect classification system based on features extracted from the acoustic speech signal. The proposed system analyses the speech signal and provides a real-time classification of the speaker's perceived affective state. A neural network is trained and tested using a database of 391 authentic emotional utterances from 11 speakers. Two emotions, anger and neutral, are considered. The system is designed to be speaker and text-independent and is to be deployed in a call-centre environment to assist in the handling of customer inquiries. We achieve a success rate of 80.1% accuracy in our preliminary results.

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U2 - 10.1109/ICITA.2005.231

DO - 10.1109/ICITA.2005.231

M3 - Conference contribution

AN - SCOPUS:33646820641

SN - 0769523161

SN - 9780769523163

T3 - Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005

SP - 483

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BT - Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005

T2 - 3rd International Conference on Information Technology and Applications, ICITA 2005

Y2 - 4 July 2005 through 7 July 2005

ER -

Morrison D, Wang R, De Sislva LC, Xu WL. Real-time spoken affect classification and its application in call-centres. In Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005. 2005. p. 483-487. 1488852. (Proceedings - 3rd International Conference on Information Technology and Applications, ICITA 2005). doi: 10.1109/ICITA.2005.231

Real-time spoken affect classification and its application in call-centres

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