Emotion Recognition Method for Call/Contact Centre Systems

Nowadays, one of the important aspects of research on call/contact centre (CC) systems is how to automate their operations. Process automation is influenced by the continuous development in the implementation of virtual assistants. The effectiveness of virtual assistants depends on numerous factors....

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Main Authors: Mirosław Płaza, Robert Kazała, Zbigniew Koruba, Marcin Kozłowski, Małgorzata Lucińska, Kamil Sitek, Jarosław Spyrka
Format: Article
Language:English
Published: MDPI AG 2022-10-01
Series:Applied Sciences
Subjects:
Online Access:https://www.mdpi.com/2076-3417/12/21/10951
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author Mirosław Płaza
Robert Kazała
Zbigniew Koruba
Marcin Kozłowski
Małgorzata Lucińska
Kamil Sitek
Jarosław Spyrka
author_facet Mirosław Płaza
Robert Kazała
Zbigniew Koruba
Marcin Kozłowski
Małgorzata Lucińska
Kamil Sitek
Jarosław Spyrka
author_sort Mirosław Płaza
collection DOAJ
description Nowadays, one of the important aspects of research on call/contact centre (CC) systems is how to automate their operations. Process automation is influenced by the continuous development in the implementation of virtual assistants. The effectiveness of virtual assistants depends on numerous factors. One of the most important is correctly recognizing the intent of clients conversing with the machine. Recognizing intentions is not an easy process, as often the client’s actual intentions can only be correctly identified after considering the client’s emotional state. When it comes to human–machine communication, the ability of a virtual assistant to recognize the client’s emotional state would greatly improve its effectiveness. This paper proposes a new method for recognizing interlocutors’ emotions dedicated directly to contact centre systems. The developed method provides opportunities to determine emotional states in text and voice channels. It provides opportunities to explore both the client’s and the agent’s emotional states. Information about agents’ emotions can be used to build their behavioural profiles, which is also applicable in contact centres. In addition, the paper explored the possibility of emotion assessment based on automatic transcriptions of recordings, which also positively affected emotion recognition performance in the voice channel. The research used actual conversations that took place during the operation of a large, commercial contact centre. The proposed solution makes it possible to recognize the emotions of customers contacting the hotline and agents handling these calls. Using this information in practical applications can increase the efficiency of agents’ work, efficiency of bots used in CC and increase customer satisfaction.
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spelling doaj.art-5321c37968d0414193c2e0a27123c9132023-11-24T03:35:33ZengMDPI AGApplied Sciences2076-34172022-10-0112211095110.3390/app122110951Emotion Recognition Method for Call/Contact Centre SystemsMirosław Płaza0Robert Kazała1Zbigniew Koruba2Marcin Kozłowski3Małgorzata Lucińska4Kamil Sitek5Jarosław Spyrka6Faculty of Electrical Engineering, Automatics Control and Computer Science, Kielce University of Technology, 25-314 Kielce, PolandFaculty of Electrical Engineering, Automatics Control and Computer Science, Kielce University of Technology, 25-314 Kielce, PolandFaculty of Mechatronics and Mechanical Engineering, Kielce University of Technology, 25-314 Kielce, PolandFaculty of Electrical Engineering, Automatics Control and Computer Science, Kielce University of Technology, 25-314 Kielce, PolandFaculty of Management and Computer Modelling, Kielce University of Technology, 25-314 Kielce, PolandFaculty of Electrical Engineering, Automatics Control and Computer Science, Kielce University of Technology, 25-314 Kielce, PolandFaculty of Electrical Engineering, Automatics Control and Computer Science, Kielce University of Technology, 25-314 Kielce, PolandNowadays, one of the important aspects of research on call/contact centre (CC) systems is how to automate their operations. Process automation is influenced by the continuous development in the implementation of virtual assistants. The effectiveness of virtual assistants depends on numerous factors. One of the most important is correctly recognizing the intent of clients conversing with the machine. Recognizing intentions is not an easy process, as often the client’s actual intentions can only be correctly identified after considering the client’s emotional state. When it comes to human–machine communication, the ability of a virtual assistant to recognize the client’s emotional state would greatly improve its effectiveness. This paper proposes a new method for recognizing interlocutors’ emotions dedicated directly to contact centre systems. The developed method provides opportunities to determine emotional states in text and voice channels. It provides opportunities to explore both the client’s and the agent’s emotional states. Information about agents’ emotions can be used to build their behavioural profiles, which is also applicable in contact centres. In addition, the paper explored the possibility of emotion assessment based on automatic transcriptions of recordings, which also positively affected emotion recognition performance in the voice channel. The research used actual conversations that took place during the operation of a large, commercial contact centre. The proposed solution makes it possible to recognize the emotions of customers contacting the hotline and agents handling these calls. Using this information in practical applications can increase the efficiency of agents’ work, efficiency of bots used in CC and increase customer satisfaction.https://www.mdpi.com/2076-3417/12/21/10951call centrecontact centreemotion recognitionchatbotvoicebotAI
spellingShingle Mirosław Płaza
Robert Kazała
Zbigniew Koruba
Marcin Kozłowski
Małgorzata Lucińska
Kamil Sitek
Jarosław Spyrka
Emotion Recognition Method for Call/Contact Centre Systems
Applied Sciences
call centre
contact centre
emotion recognition
chatbot
voicebot
AI
title Emotion Recognition Method for Call/Contact Centre Systems
title_full Emotion Recognition Method for Call/Contact Centre Systems
title_fullStr Emotion Recognition Method for Call/Contact Centre Systems
title_full_unstemmed Emotion Recognition Method for Call/Contact Centre Systems
title_short Emotion Recognition Method for Call/Contact Centre Systems
title_sort emotion recognition method for call contact centre systems
topic call centre
contact centre
emotion recognition
chatbot
voicebot
AI
url https://www.mdpi.com/2076-3417/12/21/10951
work_keys_str_mv AT mirosławpłaza emotionrecognitionmethodforcallcontactcentresystems
AT robertkazała emotionrecognitionmethodforcallcontactcentresystems
AT zbigniewkoruba emotionrecognitionmethodforcallcontactcentresystems
AT marcinkozłowski emotionrecognitionmethodforcallcontactcentresystems
AT małgorzatalucinska emotionrecognitionmethodforcallcontactcentresystems
AT kamilsitek emotionrecognitionmethodforcallcontactcentresystems
AT jarosławspyrka emotionrecognitionmethodforcallcontactcentresystems