| 摘要 |
A method and apparatus for automated analysis of emotional content of speech is presented. Telephony calls are routed via a network such as public service telephone network (PSTN) and delivered to an interactive voice response system (IVR) where prerecorded or synthesized prompts guide a caller to speech responses. Speech responses are analyzed for emotional content in real time or collected via recording and analyzed in batch. If performed in real time, results of emotional content analysis (ECA) may be used as input to IVR call processing and call routing. In some applications this might involve ECA input to expert system process whose results interact with an IVR for prompt creation and call processing. In any case, ECA data is valuable on its own and may be culled and restated in the form of reports for business application. |
