Emotion detection in voicemail
First Claim
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1. A method for use with a voicemail transcription system that processes a voicemail message and generates a textual representation of at least a portion of the voicemail message, the method comprising:
- determining based, at least in part, on the textual representation of the at least a portion of the voicemail message, at least one emotion expressed in the voicemail message, wherein the determining comprises applying at least one emotion classifier to the textual representation of the at least a portion of the voicemail message;
storing preference information for a user of a client device configured to receive voicemail transcriptions, wherein the preference information describes preferences for how the user of the client device wants emotion information associated with the received voicemail transcriptions to be conveyed to the user on the client device; and
providing on the client device, in accordance with the stored preference information, an indication of the determined at least one emotion prior to displaying the textual representation of the at least a portion of the voicemail message on the client device, wherein providing the indication of the determined at least one emotion comprises selecting a particular agent persona to communicate with the user of the client device, wherein the particular agent persona has a particular voice characteristic that is used to convey the at least one emotion to the user of the client device.
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Abstract
Methods and apparatus for processing a voicemail message to generate a textual representation of at least a portion of the voicemail message. At least one emotion expressed in the voicemail message is determined by applying at least one emotion classifier to the voicemail message and/or the textual representation. An indication of the determined at least one emotion is provided in a manner associated with the textual representation of the at least a portion of the voicemail message.
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Citations
20 Claims
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1. A method for use with a voicemail transcription system that processes a voicemail message and generates a textual representation of at least a portion of the voicemail message, the method comprising:
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determining based, at least in part, on the textual representation of the at least a portion of the voicemail message, at least one emotion expressed in the voicemail message, wherein the determining comprises applying at least one emotion classifier to the textual representation of the at least a portion of the voicemail message; storing preference information for a user of a client device configured to receive voicemail transcriptions, wherein the preference information describes preferences for how the user of the client device wants emotion information associated with the received voicemail transcriptions to be conveyed to the user on the client device; and providing on the client device, in accordance with the stored preference information, an indication of the determined at least one emotion prior to displaying the textual representation of the at least a portion of the voicemail message on the client device, wherein providing the indication of the determined at least one emotion comprises selecting a particular agent persona to communicate with the user of the client device, wherein the particular agent persona has a particular voice characteristic that is used to convey the at least one emotion to the user of the client device. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. A non-transitory computer-readable storage medium encoded with a plurality of instructions that, when executed by at least one processor, perform a method for use with a voicemail transcription system that processes a voicemail message and generates a textual representation of at least a portion of the voicemail message, the method comprising:
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determining based, at least in part, on the textual representation of the at least a portion of the voicemail message, at least one emotion expressed in the voicemail message, wherein the determining comprises applying at least one emotion classifier to the textual representation of the at least a portion of the voicemail message; storing preference information for a user of a client device configured to receive voicemail transcriptions, wherein the preference information describes preferences for how the user of the client device wants emotion information associated with the received voicemail transcriptions to be conveyed to the user on the client device; and providing on the client device, in accordance with the stored preference information, an indication of the determined at least one emotion prior to displaying the textual representation of the at least a portion of the voicemail message on the client device, wherein providing the indication of the determined at least one emotion comprises selecting a particular agent persona to communicate with the user of the client device, wherein the particular agent persona has a particular voice characteristic that is used to convey the at least one emotion to the user of the client device. - View Dependent Claims (9, 10, 11, 12, 13, 14, 15)
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16. A computer system for use with a voicemail transcription system that processes a voicemail message and generates a textual representation of at least a portion of the voicemail message, the computer system comprising:
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at least one storage device configured to store; at least one emotion classifier for determining at least one emotion expressed in the voicemail message; and preference information for a user of a client device configured to receive voicemail transcriptions from the voicemail transcription system, wherein the preference information describes preferences for how the user of the client device wants emotion information associated with the received voicemail transcriptions to be conveyed to the user on the client device; and at least one processor programmed to; determine the at least one emotion, wherein the determining comprises applying the at least one emotion classifier to the textual representation of at least a portion of the voicemail message; and provide on the client device, in accordance with the stored preference information, an indication of the determined at least one emotion prior to displaying the textual representation of the at least a portion of the voicemail message on the client device, wherein providing the indication of the determined at least one emotion comprises selecting a particular agent persona to communicate with the user of the client device, wherein the particular agent persona has a particular voice characteristic that is used to convey the at least one emotion to the user of the client device. - View Dependent Claims (17, 18, 19, 20)
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Specification