Method and apparatus for real time emotion detection in audio interactions

摘要

The subject matter discloses a computerized method for real time emotion detection in audio interactions comprising: receiving at a computer server a portion of an audio interaction between a customer and an organization representative, the portion of the audio interaction comprises a speech signal; extracting feature vectors from the speech signal; obtaining a statistical model; producing adapted statistical data by adapting the statistical model according to the speech signal using the feature vectors extracted from the speech signal; obtaining an emotion classification model; and producing an emotion score based on the adapted statistical data and the emotion classification model, said emotion score represents the probability that the speaker that produced the speech signal is in an emotional state.

主权项

1. A computerized method for real time emotion detection in audio interactions comprising:
receiving at a computer server a portion of an audio interaction between a customer and an organization representative, the portion of the audio interaction comprises a speech signal; extracting feature vectors from the speech signal by extracting Mel-Frequency Cepstral Coefficients and their derivatives from the speech signal; obtaining a statistical model; producing adapted statistical data by adapting the statistical model according to the speech signal using the feature vectors extracted from the speech signal; obtaining an emotion classification model; and producing an emotion score based on the adapted statistical data and the emotion classification model, said emotion score represents the probability that the speaker that produced the speech signal is in an emotional state.