Cognitive function estimation device, cognitive function estimation method, and storage medium
US-2024138750-A1 · May 2, 2024 · US
Detecting emotion in voice signals in a call center
US8965770B2 · US · B2
| Field | Value |
|---|---|
| Publication number | US-8965770-B2 |
| Application number | US-201113074844-A |
| Country | US |
| Kind code | B2 |
| Filing date | Mar 29, 2011 |
| Priority date | Aug 31, 1999 |
| Publication date | Feb 24, 2015 |
| Grant date | Feb 24, 2015 |
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Abstract
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A computer system monitors a conversation between an agent and a customer. The system extracts a voice signal from the conversation and analyzes the voice signal to detect a voice characteristic of the customer. The system identifies an emotion corresponding to the voice characteristic and initiates an action based on the emotion. The action may include communicating the emotion to an emergency response team, or communicating feedback to a manager of the agent, as examples.
First claim
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I claim: 1. A method comprising: monitoring, with a computer system comprising a processor, a conversation; extracting, with the processor, a voice signal from the conversation; ranking multiple voice parameters according to how the multiple voice parameters influence accuracy of emotion recognition; selecting, from the ranking of the multiple voice parameters, a specific voice parameter; analyzing, with the processor, the voice signal to obtain an extracted parameter valu…
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- G10L17/26Primary
Physics · mapped topic
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Frequently asked questions
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- What does patent US8965770B2 cover?
- A computer system monitors a conversation between an agent and a customer. The system extracts a voice signal from the conversation and analyzes the voice signal to detect a voice characteristic of the customer. The system identifies an emotion corresponding to the voice characteristic and initiates an action based on the emotion. The action may include communicating the emotion to an emergency…
- Who is the assignee on this patent?
- Petrushin Valery A, Accenture Global Services Ltd
- What technology area does this patent fall under?
- Primary CPC classification G10L17/26. Mapped technology areas include Physics.
- When was this patent published?
- Publication date Tue Feb 24 2015 00:00:00 GMT+0000 (Coordinated Universal Time) (B2). Legal status and post-grant events are not shown on this page.
- What related patents are in patentsdb?
- We list 8 related publications on this page (citations in our corpus or others sharing the same primary CPC).