語音情緒辨識在VoIP客服系統上的應用

Application of Speech Emotion Recognition in the VoIP Call Center

林秋煌(Chou-Huang Lin)

指導教授 ： 包蒼龍

大同大學/電機資訊學院/資訊工程學系所/碩士(2009年)

摘要

IVR在VoIP網路的應用是最近幾年陸續被研究的課題。有鑒於傳統客服中心之IVR機制只能以人之主觀意識來作第一線客服人員和資深客服人員手動轉接線上客戶的方式，由於有可能會因無法立即排除溝通障礙而影響企業形象。本篇論文提出利用具有語音情緒辨識機制的IP-PBX IVR系統將可自動排除客戶與客服人員通話時情緒失控的問題，進而為公司保持良好企業形象。在本論文中，我們利用本實驗室開發的語音情緒辨識引擎在客戶與客服通話情緒失控時，自動觸發會談呼叫控制機制，即時的讓資深客服人員介入安撫客戶情緒。
為了模擬IP-PBX 伺服器的IVR系統，我們的實驗架設了Open Source通訊平台Asterisk®。藉由這個系統我們模擬了客戶和客服人員間的危機處理情境，來證實我們的IP-PBX IVR自動化機制的架構是可行的且對客服系統有很高的價值。

關鍵字

SIP ； VoIP ； IVR

並列摘要

The interactive voice response (IVR) in a Voice over Internet Protocol (VoIP) network has been addressed in the past few years. In the traditional Call Center, the IVR mechanism is manually done when transferring the on-line customer interaction from operator to customer service manager. This may be harmful to the corporate image because of not able to resolve the interaction problem immediately. This thesis proposed an IVR mechanism based on the VoIP system with build-in speech emotion recognition engine which can automatically switch the conversation from the operator whose emotion is out of control to a more experienced custom representative. The speech emotion recognition engine is developed by the Data Communication and Signal Processing Lab in the Department of Computer Science and Engineering, Tatung University. The engine incorporates with the Conference Call Control of IVR System of the VoIP-PBX server to perform automatic call transfer when certain predetermined emotion state of the customer representative is detected.
In order to emulate the IVR System built upon VoIP-PBX system, we install an open source SIP-PBX, the Asterisk® server, which is a PC based VoIP PBX software. We use this system as the base to implement the IVR system having crisis management based on emotion recognition engine. The emulation results reveal that such a system is feasible and is valuable to the call center service.

並列關鍵字

Session Initiation Protocol (SIP) ； Voice over Internet Protocol (VoIP) ； interactive voice response (IVR)

參考文獻

[2] IETF SIP Working Group, “RFC3261 SIP: Session Initiation Protocol,” USA, 2002.

[4] IETF SIP Working Group, “RFC2327 SDP: Session Description Protocol,” April 1998.

[8] Yu-Te Chen, “Comparison of Classification Methods for Detecting Emotion from Mandarin Speech,” IEICE TRANS. INF. & SYST., VOL.E91–D, April 2008.

[9] Tsang-Long Pao, Yute Chen and Junheng Yeh, “Emotion Recognition And Evaluation From Mandarin Speech Signals,” International Journal of Innovative Computing, Information and Control Volume 4, Number 7, July 2008.

[10] Tsang-Long Pao, Yun-Maw Cheng, Yu-Te Chen, and Jun-Heng Yeh, “Performance Valuation Of Different Weighting Schemes On KNN-Based Emotion Recognition In Mandarin Speech,” International Journal of Information Acquisition, Vol. 4, No. 4, September 2007.