情绪分布与分类对紧急呼叫中心呼叫处理的影响

Q3 Engineering

Telfor Journal Pub Date : 2021-01-01 DOI:10.5937/telfor2102075b

M. Bojanic, V. Delić, Alexey Karpov

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引用次数: 0

摘要

本文从呼叫者经历某种情绪状态的频率和语音情绪识别的分类方法两个方面探讨了对紧急呼叫中心语音情绪识别利用的影响。在紧急呼叫中心同时接到更多呼叫的情况下，其目的是发现更多紧急呼叫者，例如在危及生命的情况下，并在呼叫者队列中给予他们优先权。基于现实世界紧急呼叫中心的语料库，考虑了三种不同的情绪分布。这些情绪分布对提议的呼叫再分配和随后的时间节省的影响进行了报告和讨论。在语音情绪分类方面，提出了两种方法，即线性贝叶斯分类器和基于多层感知器的神经网络。给出了它们在塞尔维亚语情感语料库上的识别结果，并讨论了在紧急呼叫中心的潜在应用。

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Influence of emotion distribution and classification on a call processing for an emergency call center

The article addresses the influence of two aspects on speech emotion recognition utilization for an emergency call center: a frequency of a caller experiencing certain emotional state and classification methods used for speech emotion recognition. In situations when more simultaneous calls in an emergency call center are received, the aim is to detect more urgent callers, e.g. in a life threating situation, and give them priority in a callers' queue. Three different emotion distributions based on the corpora from real-world emergency call centers are considered. The influence of those emotion distributions on the proposed call redistribution and subsequent time savings are reported and discussed. Regarding speech emotion classification, two approaches are presented, namely the linear Bayes classifier and a multilayer perceptron-based neural network. Their recognition results on the corpus of acted emotional Serbian speech are presented and potential application in an emergency call center is discussed.

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来源期刊

Telfor Journal Engineering-Media Technology

CiteScore

1.50

自引率

0.00%

发文量

审稿时长

23 weeks

期刊介绍： The TELFOR Journal is an open access international scientific journal publishing improved and extended versions of the selected best papers initially reported at the annual TELFOR Conference (www.telfor.rs), papers invited by the Editorial Board, and papers submitted by authors themselves for publishing. All papers are subject to reviewing. The TELFOR Journal is published in the English language, with both electronic and printed versions. Being an IEEE co-supported publication, it will follow all the IEEE rules and procedures. The TELFOR Journal covers all the essential branches of modern telecommunications and information technology: Telecommunications Policy and Services, Telecommunications Networks, Radio Communications, Communications Systems, Signal Processing, Optical Communications, Applied Electromagnetics, Applied Electronics, Multimedia, Software Tools and Applications, as well as other fields related to ICT. This large spectrum of topics accounts for the rapid convergence through telecommunications of the underlying technologies towards the information and knowledge society. The Journal provides a medium for exchanging research results and technological achievements accomplished by the scientific community from academia and industry.