Machine Learning Algorithms for Detection and Classifications of Emotions in Contact Center Applications

Machine Learning Algorithms for Detection and Classifications of Emotions in Contact Center Applications

Over the past few years, virtual assistant solutions used in Contact Center systems are gaining popularity. One of the main tasks of the virtual assistant is to recognize the intentions of the customer. It is important to note that quite often the actual intention expressed in a conversation is also...

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Bibliographic Details
Main Authors: Mirosław Płaza, Sławomir Trusz, Justyna Kęczkowska, Ewa Boksa, Sebastian Sadowski, Zbigniew Koruba
Format: Article
Language:English
Published: MDPI AG 2022-07-01
Series:Sensors
Subjects:
call/contact center
emotions recognition
virtual assistant
voicebot
chatbot
Online Access:https://www.mdpi.com/1424-8220/22/14/5311

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