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Non-Linguistic Analysis of Call Center Conversations 2015 ed. [Pehme köide]

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  • Formaat: Paperback / softback, 83 pages, kõrgus x laius: 235x155 mm, kaal: 1591 g, 26 Illustrations, color; 21 Illustrations, black and white; XII, 83 p. 47 illus., 26 illus. in color., 1 Paperback / softback
  • Sari: SpringerBriefs in Electrical and Computer Engineering
  • Ilmumisaeg: 14-Aug-2014
  • Kirjastus: Springer International Publishing AG
  • ISBN-10: 331900896X
  • ISBN-13: 9783319008967
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Non-Linguistic Analysis of Call Center Conversations 2015 ed.Suurem pilt
  • Formaat: Paperback / softback, 83 pages, kõrgus x laius: 235x155 mm, kaal: 1591 g, 26 Illustrations, color; 21 Illustrations, black and white; XII, 83 p. 47 illus., 26 illus. in color., 1 Paperback / softback
  • Sari: SpringerBriefs in Electrical and Computer Engineering
  • Ilmumisaeg: 14-Aug-2014
  • Kirjastus: Springer International Publishing AG
  • ISBN-10: 331900896X
  • ISBN-13: 9783319008967
Teised raamatud teemal:
Püsilink: https://www.kriso.ee/db/9783319008967.html
Märksõnad:
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.
1 Overview
1(10)
1.1 Introduction
1(3)
1.2 Call Center Conversations
4(2)
1.3 Need for Analysis
6(5)
References
9(2)
2 Voice Analytics Process
11(18)
2.1 Introduction
11(2)
2.2 Music Voice Separation
13(4)
2.3 Agent Customer Speech Segmentation
17(4)
2.4 Speech to Text Conversion
21(8)
References
25(4)
3 Call Center Linguistic Analytics
29(6)
3.1 Spotting Problematic Calls
29(4)
3.2 Automatic Spotting
33(2)
References
34(1)
4 Non-linguistic Speech Processing
35(12)
4.1 Speaking Rate
35(2)
4.2 Speaking Rate Monitoring
37(1)
4.3 Speaking Rate Monitoring on Mobile Phone
38(3)
4.4 Emotion in Speech
41(2)
4.5 Conclusion
43(4)
References
43(4)
5 Case Study
47(14)
5.1 Introduction
47(1)
5.2 Related Work
48(1)
5.3 Modeling Call Conversations
49(4)
5.4 Speaking Rate Feature-Based Analysis
53(1)
5.5 Speaking Rate Patterns in Call Conversations
53(5)
5.6 Experimental Results
58(3)
References
59(2)
6 Conclusions
61(2)
Reference
62(1)
Appendix A Informal Definitions 63(2)
Appendix B Computing Speaking Rate 65(4)
Appendix C Estimating P** 69(2)
Appendix D Best Sample Size for Computing Real-Time Speaking Rate 71(4)
Appendix E Resource Deficient Language ASR 75(4)
Appendix F WER Conversational Speech 79
Index 81
Dr. Sunil Kumar Kopparapu is a Senior Scientist, TCS Innovation Labs in Mumbai.