Non-linguistic analysis of call center conversations. ([2014])

• Record Type: Book
• Further Information: Note: Sunil Kumar Kopparapu.
• Authors: Kopparapu, Sunil K
• Contents: Preface; Acknowledgments; Contents; 1 Overview; 1.1 Introduction; 1.2 Call Center Conversations; 1.3 Need for Analysis; References; 2 Voice Analytics Process; 2.1 Introduction; 2.2 Music Voice Separation; 2.3 Agent Customer Speech Segmentation; 2.3.1 Two Pass Speaker Change Detection; 2.4 Speech to Text Conversion; 2.4.1 Speech-to-Text Conversion Challenges; References; 3 Call Center Linguistic Analytics; 3.1 Spotting Problematic Calls; 3.1.1 Detailed Analysis; 3.2 Automatic Spotting; References; 4 Non-linguistic Speech Processing; 4.1 Speaking Rate; 4.2 Speaking Rate Monitoring. 4.3 Speaking Rate Monitoring on Mobile Phone4.4 Emotion in Speech; 4.5 Conclusion; References; 5 Case Study; 5.1 Introduction; 5.2 Related Work; 5.3 Modeling Call Conversations; 5.4 Speaking Rate Feature-Based Analysis; 5.5 Speaking Rate Patterns in Call Conversations; 5.6 Experimental Results; References; 6 Conclusions; Reference; Appendix A Informal Definitions; Appendix B Computing Speaking Rate; Appendix C Estimating P**; Appendix D Best Sample Size for Computing Real-TimeSpeaking Rate; Appendix E Resource Deficient Language ASR; Appendix F WER Conversational Speech; Index.
• Publisher Details: Cham : Springer
• Publication Date: 2014
• Copyright Date: 2015
• Extent: 1 online resource (xii, 83 pages), illustrations (some color)
• Subjects: 006.4/54; Engineering; Speech processing systems; Automatic speech recognition; COMPUTERS -- General; Automatic speech recognition; Speech processing systems; Computers -- Speech & Audio Processing; Language Arts & Disciplines -- Linguistics -- General; Natural language & machine translation; Language: history & general works; Natural language processing (Computer science); Technology & Engineering -- Electronics -- General; Imaging systems & technology; Electronic books
• Languages: English
• ISBNs: 9783319008974; 3319008978; 9783319008967
• Related ISBNs: 331900896X; 9783319008967
• Notes: Note: Includes bibliographical references and index.; Note: Online resource; title from PDF title page (SpringerLink, viewed August 11, 2014).
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.