Recently,artificial-intelligence-based automatic customer response sys-tem has been widely used instead of customer service representatives.Therefore,it is important for automatic customer service to promptly recognize...Recently,artificial-intelligence-based automatic customer response sys-tem has been widely used instead of customer service representatives.Therefore,it is important for automatic customer service to promptly recognize emotions in a customer’s voice to provide the appropriate service accordingly.Therefore,we analyzed the performance of the emotion recognition(ER)accuracy as a function of the simulation time using the proposed chunk-based speech ER(CSER)model.The proposed CSER model divides voice signals into 3-s long chunks to effi-ciently recognize characteristically inherent emotions in the customer’s voice.We evaluated the performance of the ER of voice signal chunks by applying four RNN techniques—long short-term memory(LSTM),bidirectional-LSTM,gated recurrent units(GRU),and bidirectional-GRU—to the proposed CSER model individually to assess its ER accuracy and time efficiency.The results reveal that GRU shows the best time efficiency in recognizing emotions from speech signals in terms of accuracy as a function of simulation time.展开更多
基金supported by the“Regional Innovation Strategy(RIS)”through the National Research Foundation of Korea(NRF)funded by the Ministry of Education(MOE)(2021RIS-004).
文摘Recently,artificial-intelligence-based automatic customer response sys-tem has been widely used instead of customer service representatives.Therefore,it is important for automatic customer service to promptly recognize emotions in a customer’s voice to provide the appropriate service accordingly.Therefore,we analyzed the performance of the emotion recognition(ER)accuracy as a function of the simulation time using the proposed chunk-based speech ER(CSER)model.The proposed CSER model divides voice signals into 3-s long chunks to effi-ciently recognize characteristically inherent emotions in the customer’s voice.We evaluated the performance of the ER of voice signal chunks by applying four RNN techniques—long short-term memory(LSTM),bidirectional-LSTM,gated recurrent units(GRU),and bidirectional-GRU—to the proposed CSER model individually to assess its ER accuracy and time efficiency.The results reveal that GRU shows the best time efficiency in recognizing emotions from speech signals in terms of accuracy as a function of simulation time.
