Affective Computing using Speech Processing for Call Centre Applications

TitleAffective Computing using Speech Processing for Call Centre Applications
Publication TypeConference Proceedings
Year of Conference2017
AuthorsK Gowda, R., V. Nimbalker, R. Lavanya, S. Lalitha, and S.. Tripathi
Conference Name6th Intl. Conference on advances in Computing, Communications and Informatics (ICACCI 2017)
Pagination766 - 771
PublisherIEEE
KeywordsDept. of Electronics and communication Engineering.
Abstract

The paper deals with affective computing to improve the performance of Human-Machine interaction. The focus of this work is to detect affective state of a human using speech processing techniques primarily intended for call centre applications. Limited work is reported till date on affect detection using phase derived features. A unique combination of Group delay (GD), Phase delay (PD), One Sided Autocorrelation Linear Predictive Coefficients (OSALPC) and Residual Phase (RP) are used in this work. A comparative analysis is performed using Neural Networks, Support Vector Machine (SVM) and K Nearest Neighbor (KNN) to detect seven affective states. The proposed algorithm outperforms the earlier reported work using phase derived features work by a factor of around 10% for affect detection

URLhttp://ieeexplore.ieee.org/document/8125934/