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Detecting emotion in voice signals in a call center

  • US 8,965,770 B2
  • Filed: 03/29/2011
  • Issued: 02/24/2015
  • Est. Priority Date: 08/31/1999
  • Status: Expired due to Fees
First Claim
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1. A method comprising:

  • monitoring, with a computer system comprising a processor, a conversation;

    extracting, with the processor, a voice signal from the conversation;

    ranking multiple voice parameters according to how the multiple voice parameters influence accuracy of emotion recognition;

    selecting, from the ranking of the multiple voice parameters, a specific voice parameter;

    analyzing, with the processor, the voice signal to obtain an extracted parameter value for the specific voice parameter associated with the voice signal;

    identifying, with the processor, an emotion associated with the voice signal by;

    accessing a database comprising probability statistics of possible emotions associated with the specific voice parameter; and

    determining the emotion associated with the voice signal from the possible emotions using the extracted parameter value and based on a predetermined probability criteria; and

    initiating, by the processor, an action based on the emotion.

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