Publication - Conflict Cues in Call Centre Interactions

Conflict Cues in Call Centre Interactions

Research Area:  
Book chapter


Year: 2015
Authors: Maria Koutsombogera; Dimitris Galanis; Maria Teresa Riviello; Nick Tseres; Sotiris Karabetsos; Anna Esposito; Harris Papageorgiou
Editor: D'Errico, F., Poggi, I., Vinciarelli, A., Vincze, L.
Pages: 431-447
Publisher: Springer International Publishing
Series: Computational Social Sciences
Date: February
ISBN: 978-3-319-14080-3
DOI: 10.1007/978-3-319-14081-0_20
The detection of conflict cues in call centre interactions may be related to the quality assessment of the services provided, since these cues reveal both speakers’ emotional states and positioning as expressed through complaining and identifying problematic issues on the one hand, and managing requests or resolving problems on the other hand. This paper describes a set of emotional and conversational cues associated to conflict as well as a machine learning approach to classify emotional speech units occurring in a call centre dataset by employing emotion labels as well as automatically extracted acoustic and additional context-related features.