Non-Linguistic Analysis of Call Center Conversations

• Main Author: Kopparapu, Sunil Kumar (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic eBook
• Language: English
• Published: Cham : Springer International Publishing : Imprint: Springer, 2015.
• Series: SpringerBriefs in Electrical and Computer Engineering,
• Subjects: Engineering.; Computational linguistics.; Linguistics.; Signal, Image and Speech Processing.; Language Translation and Linguistics.; Linguistics, general.

The book focuses on the part of the audio conversation not related to language such as speaking rate (in terms of number of syllables per unit time) and emotion centric features. This text examines using non-linguistics features to infer information from phone calls to call centers. The author analy...

Table of Contents:

• Overview
• Voice Analytics Process
• Call Center Linguistic Analytics
• Non-linguistic Speech Processing
• Case Study.-Conclusions.