Emotion Recognition Method for Call/Contact Centre Systems

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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Bibliographic Details
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:
call centre
contact centre
emotion recognition
chatbot
voicebot
AI
Online Access:https://www.mdpi.com/2076-3417/12/21/10951

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