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The defense date of the thesis is 2011-09-05
The current date is 2019-04-25
URN etd-0905111-131149 Statistics This thesis had been viewed 1406 times. Download 0 times. Author Chia-feng Chang Author's Email Address No Public. Department Computer Science and Enginerring Year 2010 Semester 2 Degree Master Type of Document Master's Thesis Language English Page Count 41 Title A Study of the Integration of Negative Emotion Detection into a Multi-Line VOIP Call Center System Keyword emotin emotin Abstract Human communicates with each other using language. The speech signal itself contains not only the semantics of the spoken word but also the emotion state of the speaker. By analyzing the voice signal to recognize the emotion hidden in the speech signal, it is possible to recognize the emotion of the speaker. VoIP (Voice over Internet Protocol) is an internet technology that realizes the telephone communication on the Internet. The VoIP phone system is now widely adopted and is used in many organizations to reduce the communication cost. By integrating the speech emotion recognition system into the VoIP call center system, we can continuously monitor the emotion state of the customer service representatives and the customers. It also has the capability to issue an alert to the customer service manager whenever a dispute between the service representative and the customer being detected.
In this thesis, we proposed a VoIP call center system framework which can detect in real time the negative emotion from the conversation between customer service representatives and customers. The system captures the voice packets the extract the speech data from them. It can show the emotion states of the conversation between customer service representatives and customers and issue alert signal to customer service manager who can then promptly react to the situation.
Advisor Committee Tsang-Long Pao - advisor
Chia-Ming Chang - co-chair
Shih-Hsuan Yang - co-chair
Files Date of Defense 2011-07-29 Date of Submission 2011-09-05