发明授权
- 专利标题： Detecting emotion in voice signals in a call center
- 专利标题（中）： 在呼叫中心检测语音信号中的情绪
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申请号： US13074844申请日： 2011-03-29
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公开(公告)号： US08965770B2公开(公告)日： 2015-02-24
- 发明人: Valery A. Petrushin
- 申请人： Valery A. Petrushin
- 申请人地址： IE Dublin
- 专利权人： Accenture Global Services Limited
- 当前专利权人： Accenture Global Services Limited
- 当前专利权人地址： IE Dublin
- 代理机构： Brinks Gilson & Lione
- 主分类号： G10L25/00
- IPC分类号： G10L25/00 ; G10L17/26
摘要：
A computer system monitors a conversation between an agent and a customer. The system extracts a voice signal from the conversation and analyzes the voice signal to detect a voice characteristic of the customer. The system identifies an emotion corresponding to the voice characteristic and initiates an action based on the emotion. The action may include communicating the emotion to an emergency response team, or communicating feedback to a manager of the agent, as examples.
公开/授权文献
- US20110178803A1 DETECTING EMOTION IN VOICE SIGNALS IN A CALL CENTER 公开/授权日：2011-07-21
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