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Article

Call Redistribution for a Call Center Based on Speech Emotion Recognition

1
Faculty of Technical Sciences, University of Novi Sad, 21000 Novi Sad, Serbia
2
St. Petersburg Institute for Informatics and Automation of the Russian Academy of Sciences, SPIIRAS, 14th Line 39, 199178 St. Petersburg, Russia
*
Author to whom correspondence should be addressed.
Appl. Sci. 2020, 10(13), 4653; https://doi.org/10.3390/app10134653
Received: 26 April 2020 / Revised: 18 June 2020 / Accepted: 25 June 2020 / Published: 6 July 2020
(This article belongs to the Special Issue Ubiquitous Technologies for Emotion Recognition)
Call center operators communicate with callers in different emotional states (anger, anxiety, fear, stress, joy, etc.). Sometimes a number of calls coming in a short period of time have to be answered and processed. In the moments when all call center operators are busy, the system puts that call on hold, regardless of its urgency. This research aims to improve the functionality of call centers by recognition of call urgency and redistribution of calls in a queue. It could be beneficial for call centers giving health care support for elderly people and emergency call centers. The proposed recognition of call urgency and consequent call ranking and redistribution is based on emotion recognition in speech, giving greater priority to calls featuring emotions such as fear, anger and sadness, and less priority to calls featuring neutral speech and happiness. Experimental results, obtained in a simulated call center, show a significant reduction in waiting time for calls estimated as more urgent, especially the calls featuring the emotions of fear and anger. View Full-Text
Keywords: emotion recognition; intelligent speech signal processing; affective computing; human computer interaction; supervised learning emotion recognition; intelligent speech signal processing; affective computing; human computer interaction; supervised learning
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MDPI and ACS Style

Bojanić, M.; Delić, V.; Karpov, A. Call Redistribution for a Call Center Based on Speech Emotion Recognition. Appl. Sci. 2020, 10, 4653. https://doi.org/10.3390/app10134653

AMA Style

Bojanić M, Delić V, Karpov A. Call Redistribution for a Call Center Based on Speech Emotion Recognition. Applied Sciences. 2020; 10(13):4653. https://doi.org/10.3390/app10134653

Chicago/Turabian Style

Bojanić, Milana, Vlado Delić, and Alexey Karpov. 2020. "Call Redistribution for a Call Center Based on Speech Emotion Recognition" Applied Sciences 10, no. 13: 4653. https://doi.org/10.3390/app10134653

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