Non-Linguistic Analysis of Call Center Conversations (eBook)

Sunil Kumar Kopparapu (Autor)

eBook Download: PDF

2014
XII, 83 Seiten
Springer International Publishing (Verlag)
978-3-319-00897-4 (ISBN)

Infos

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.

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

Inhalt

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

Produkt-Details

• Erscheint lt. Verlag: 2.8.2014
• Reihe/Serie: SpringerBriefs in Electrical and Computer Engineering
• Reihe/Serie: SpringerBriefs in Electrical and Computer Engineering
• Zusatzinfo: XII, 83 p. 47 illus., 26 illus. in color.
• Verlagsort: Cham
• Sprache: englisch
• Themenwelt: Mathematik / Informatik ► Informatik
• Themenwelt: Technik ► Elektrotechnik / Energietechnik
• Schlagworte: Call Center Analytics • Non-linguistic Feature • sentiment analysis • Speaking Rate • Speech analytics • Voice Analytics
• ISBN-10: 3-319-00897-8 / 3319008978
• ISBN-13: 978-3-319-00897-4 / 9783319008974