SYSTEM AND METHOD FOR A TELEPHONIC EMOTION DETECTION THAT PROVIDES OPERATOR FEEDBACK

• US 20020002464A1
• Filed: 08/31/1999
• Published: 01/03/2002
• Est. Priority Date: 08/31/1999
• Status: Active Grant

• Current Assignee: Accenture Global Services Limited (Accenture PLC)
• Original Assignee: Accenture LLP (Accenture PLC)
• Inventors: PETRUSHIN, VALERY A.
• Granted Patent: US 6,480,826 B2
• Time in Patent Office: Days
• US Class Current: 704/275
• CPC Class Codes: G10L 17/26 Recognition of special voice characteristics, e.g. for use in lie detectors; Recognition of animal voices

Abstract

A system, method and article of manufacture are provided for monitoring emotions in voice signals and providing feedback thereon. First, a voice signal is received representative of a component of a conversation between at least two subjects. Thereafter, an emotion associated with the voice signal is determined. Feedback then provided to a third party based on the determined emotion.

Claims

1. A method for monitoring emotions in voice signals and providing feedback thereon comprising the steps of:

(a) receiving a voice signal representative of a component of a conversation between at least two subjects;

(b) determining an emotion associated with the voice signal; and

(c) providing feedback to a third party based on the determined emotion.

2. A method as recited in claim 1, wherein the conversation is carried out over a telecommunications network.

3. A method as recited in claim 2, wherein one of the subjects is a customer, one of the subjects is an employee, and the third party is a manager.

4. A method as recited in claim 3, wherein the employee is employed by a call center.

5. A method as recited in claim 1, wherein the feedback is provided only if the emotion is determined to be a negative emotion selected from the group of negative emotions consisting of anger, sadness, and fear.

6. A method as recited in claim 1, wherein the emotion is determined by extracting a feature from the voice signal.

7. A computer program embodied on a computer readable medium for monitoring emotions in voice signals and providing feedback thereon comprising:

(a) a code segment that receives a voice signal representative of a component of a conversation between at least two subjects;

(b) a code segment that determines an emotion associated with the voice signal; and

(c) a code segment that provides feedback to a third party based on the determined emotion.

8. A computer program as recited in claim 7, wherein the conversation is carried out over a telecommunications network.

9. A computer program as recited in claim 8, wherein one of the subjects is a customer, one of the subjects is an employee, and the third party is a manager.

10. A computer program as recited in claim 9, wherein the employee is employed by a call center.

11. A computer program as recited in claim 7, wherein the feedback is provided only if the emotion is determined to be a negative emotion selected from the group of negative emotions consisting of anger, sadness, and fear.

12. A computer program as recited in claim 7, wherein the emotion is determined by extracting a feature from the voice signal.

13. A system for monitoring emotions in voice signals and providing feedback thereon comprising:

(a) logic that receives a voice signal representative of a component of a conversation between at least two subjects;

(b) logic that determines an emotion associated with the voice signal; and

(c) logic that provides feedback to a third party based on the determined emotion.

14. A system as recited in claim 13, wherein the conversation is carried out over a telecommunications network.

15. A system as recited in claim 14, wherein one of the subjects is a customer, one of the subjects is an employee, and the third party is a manager.

16. A system as recited in claim 15, wherein the employee is employed by a call center.

17. A system as recited in claim 13, wherein the feedback is provided only if the emotion is determined to be a negative emotion selected from the group of negative emotions consisting of anger, sadness, and fear.

18. A system as recited in claim 13, wherein the emotion is determined by extracting a feature from the voice signal.