The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.
Recognition of emotions in interactive voice response systems
Abstract
This paper reports emotion recognition results from speech signals, with particular focus on extracting emotion features from the short utterances typical of Interactive Voice Response (IVR) applications. We focus on distinguishing anger versus neutral speech, which is salient to call center applications. We report on classification of other types of emotions such as sadness, boredom, happy, and cold anger. We compare results from using neural networks, Support Vector Machines (SVM), K-Nearest Neighbors, and decision trees. We use a database from the Linguistic Data Consortium at University of Pennsylvania, which is recorded by 8 actors expressing 15 emotions. Results indicate that hot anger and neutral utterances can be distinguished with over 90% accuracy. We show results from recognizing other emotions. We also illustrate which emotions can be clustered together using the selected prosodic features.
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Citations
Cites
The Cognitive Structure of Emotions
Ortony, A., Clore, G. L., & Collins, A. (1988) · doi:10.1017/cbo9780511571299 · Cited by 6,208
Cited by
Affective Body Expression Perception and Recognition: A Survey
Kleinsmith, A., & Bianchi-Berthouze, N. (2013) · IEEE Transactions on Affective Computing · doi:10.1109/t-affc.2012.16 · Cited by 607
Ensemble methods for spoken emotion recognition in call-centres
Morrison, D., Wang, R., & De Silva, L. C. (2007) · Speech Communication · doi:10.1016/j.specom.2006.11.004 · Cited by 320
Class-level spectral features for emotion recognition
Bitouk, D., Verma, R., & Nenkova, A. (2010) · Speech Communication · doi:10.1016/j.specom.2010.02.010 · Cited by 219
Fear-type emotion recognition for future audio-based surveillance systems
Clavel, C., Vasilescu, I., Devillers, L., Richard, G., & Ehrette, T. (2008) · Speech Communication · doi:10.1016/j.specom.2008.03.012 · Cited by 180
Metadata
- Authors
- Yacoub, S., Simske, S., Lin, X., & Burns, J.
- Venue
- 8th European Conference on Speech Communication and Technology (Eurospeech 2003)
- Publisher
- ISCA
- Published
- 2003-09-01
- Pages
- 729-732
- OpenAlex
- W1535925594
- Cited by
- 176
- References
- 1
- FWCI
- 20.54
- Type
- conference paper
- Language
- en
- Open access
- closed
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- CoChat. (2026). Citation check: Recognition of emotions in interactive voice response systems. https://app.cochat.ai/papers/10.21437/eurospeech.2003-307
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- Yacoub, S., Simske, S., Lin, X., & Burns, J. (2003). Recognition of emotions in interactive voice response systems. 8th European Conference on Speech Communication and Technology (Eurospeech 2003). https://doi.org/10.21437/eurospeech.2003-307
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