• Journal of Internet Computing and Services
    ISSN 2287 - 1136 (Online) / ISSN 1598 - 0170 (Print)
    https://jics.or.kr/
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A Study on the Automatic Monitoring System for the Contact Center Using Emotion Recognition and Keyword Spotting Method


Won-Jung Yoon, Tae-Hong Kim, Kyu-Sik Park, Journal of Internet Computing and Services, Vol. 13, No. 3, pp. 107-114, Jun. 2012
10.7472/jksii.2012.13.3.107, Full Text:  HTML
Keywords: Emotion Recognition, Keyword Spotting, Contact Center, Automatic Monitoring System

Abstract

In this paper, we proposed an automatic monitoring system for contact center in order to manage customer's complaint and agent's quality. The proposed system allows more accurate monitoring using emotion recognition and keyword spotting method for neutral/anger voice emotion. The system can provide professional consultation and management for the customer with language violence, such as abuse and sexual harassment. We developed a method of building robust algorithm on heterogeneous speech DB of many unspecified customers. Experimental results confirm the stable and improved performance using real contact center speech data.


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Cite this article
[APA Style]
Yoon, W., Kim, T., & Park, K. (2012). A Study on the Automatic Monitoring System for the Contact Center Using Emotion Recognition and Keyword Spotting Method. Journal of Internet Computing and Services, 13(3), 107-114. DOI: 10.7472/jksii.2012.13.3.107.

[IEEE Style]
W. Yoon, T. Kim, K. Park, "A Study on the Automatic Monitoring System for the Contact Center Using Emotion Recognition and Keyword Spotting Method," Journal of Internet Computing and Services, vol. 13, no. 3, pp. 107-114, 2012. DOI: 10.7472/jksii.2012.13.3.107.

[ACM Style]
Won-Jung Yoon, Tae-Hong Kim, and Kyu-Sik Park. 2012. A Study on the Automatic Monitoring System for the Contact Center Using Emotion Recognition and Keyword Spotting Method. Journal of Internet Computing and Services, 13, 3, (2012), 107-114. DOI: 10.7472/jksii.2012.13.3.107.