Non-Linguistic Analysis of Call Center Conversations

ISBN-13: 9783319008967 / Angielski / Miękka / 2014 / 83 str.

Sunil Kumar Kopparapu

Opis

The book focuses on the part of the audio conversation not related to language such as speaking rate (in terms of number of syllables per unit time) and emotion centric features. This text examines using non-linguistics features to infer information from phone calls to call centers. The author analyzes "how" the conversation happens and not "what" the conversation is about by audio signal processing and analysis.

Spis treści

Overview.- Voice Analytics Process.- Call Center Linguistic Analytics.- Non-linguistic Speech Processing.- Case Study.-Conclusions.

O autorze

Dr. Sunil Kumar Kopparapu is a Senior Scientist, TCS Innovation Labs in Mumbai.