Real-Life emotion representation and detection in call centers data

  • Authors:
  • Laurence Vidrascu;Laurence Devillers

  • Affiliations:
  • Department of Human-Machine Communication, LIMSI-CNRS, Orsay, LIMSI-CNRS, Orsay, France;Department of Human-Machine Communication, LIMSI-CNRS, Orsay, LIMSI-CNRS, Orsay, France

  • Venue:
  • ACII'05 Proceedings of the First international conference on Affective Computing and Intelligent Interaction
  • Year:
  • 2005

Quantified Score

Hi-index 0.00

Visualization

Abstract

Since the early studies of human behavior, emotions have attracted the interest of researchers in Neuroscience and Psychology. Recently, it has been a growing field of research in computer science. We are exploring how to represent and automatically detect a subject’s emotional state. In contrast with most previous studies conducted on artificial data, this paper addresses some of the challenges faced when studying real-life non-basic emotions. Real-life spoken dialogs from call-center services have revealed the presence of many blended emotions. A soft emotion vector is used to represent emotion mixtures. This representation enables to obtain a much more reliable annotation and to select the part of the corpus without conflictual blended emotions for training models. A correct detection rate of about 80% is obtained between Negative and Neutral emotions and between Fear and Neutral emotions using paralinguistic cues on a corpus of 20 hours of recording.