Real-life emotions detection with lexical and paralinguistic cues on human-human call center dialogs

2006 ◽  
Author(s):  
Laurence Devillers ◽  
Laurence Vidrascu
Keyword(s):  
Call Center ◽  
Real Life

scholarly journals Dark Side of Corporate in Chetan Bhagat’s One Night @ Call Centre

2019 ◽  
Vol 8 (1) ◽  
pp. 58-60
Author(s):  
R Ranjith kumar ◽  
B Vasanthakumar
Keyword(s):  
Life Style ◽  
Call Center ◽  
Real Life ◽  
Dark Side ◽  
Call Centre ◽  
The Novel ◽  
Comfort Zone ◽  
Night Call ◽  
Set Up ◽  
Night Shifts

The purpose of this article is to show case the corporate life style with the living ambience in society with the perspectives of social, economical, legal, and political and so on and so forth. The story was about six people working in a call center. The present paper focuses on the living style of people especially in a corporate world with the characters such as Vroom, Isha, Radhika, Syam, Bakshi and Priyanka. The setting of the novel One Night @ Call Centre is a resemblance of the posh culture of the 21st century. All these characters make the readers to be in a comfort zone by showing the contemporary issues such as work stress, love, night shifts, friendship, In-laws restrictions, Luxurious life style, Craze for fanciful life. In a nutshell it is a story of almost lost love, thwarted ambitions, negligence of family affection, stress of a patriarchal set up, an insight on the lifestyle of youth of this country and the work ambience of a globalized office. Chetan Bhagat succeeds in representing such an advanced as well as corporate style of life through all these characters by narrating the real life situations among this group of people practically. The novel also stresses on the love affairs as well as increasing rate of the divorce as well as break ups in love which are become a common issues now a days. There are certain other aspects where the writer showcases the elements of exploitation of the educated employees in call centers in this novel of One Night @ Call Centre, which are mainly highlighted in this article with few relevant examples.

scholarly journals A General Framework to Compare Announcement Accuracy: Static vs. LES-Based Announcement

2020 ◽  
Author(s):  
Achal Bassamboo ◽  
Rouba Ibrahim
Keyword(s):  
Operations Management ◽  
Call Center ◽  
Service Providers ◽  
Waiting Times ◽  
Real Life ◽  
Weighted Average ◽  
Superior Performance ◽  
Service Discipline ◽  
Priority Service ◽  
Real Time Information

Service providers often share delay information, in the form of delay announcements, with their customers. In practice, simple delay announcements, such as average waiting times or a weighted average of previously delayed customers, are often used. Our goal in this paper is to gain insight into when such announcements perform well. Specifically, we compare the accuracies of two announcements: (i) a static announcement that does not exploit real-time information about the state of the system and (ii) a dynamic announcement, specifically the last-to-enter-service (LES) announcement, which equals the delay of the last customer to have entered service at the time of the announcement. We propose a novel correlation-based approach that is theoretically appealing because it allows for a comparison of the accuracies of announcements across different queueing models, including multiclass models with a priority service discipline. It is also practically useful because estimating correlations is much easier than fitting an entire queueing model. Using a combination of queueing-theoretic analysis, real-life data analysis, and simulation, we analyze the performance of static and dynamic announcements and derive an appropriate weighted average of the two which we demonstrate has a superior performance using both simulation and data from a call center. This paper was accepted by Vishal Gaur, operations management.

scholarly journals The Relevance of Pedagogical Translation for the Development of Bilingual Education in Costa Rica

2018 ◽  
Vol 23 (1) ◽  
Author(s):  
Ruth Cristina Hernández-Ching
Keyword(s):  
Second Language ◽  
Costa Rica ◽  
Private Colleges ◽  
Call Center ◽  
Real Life ◽  
Costa Rican ◽  
Effective Technique ◽  
Public And Private ◽  
Public School Systems ◽  
Short Period

The article reflects on bilingualism in Costa Rica in recent years in light of the latest versions of the Reports on the Costa Rican Public School Systems (2011, 2013, 2015 y 2017). Successful contributions of several national and international researches, where teaching translation as effective technique for developing communication skills is proposed, are discussed. Also, the article reviews major historical landmarks of translation in second language teaching. There are programs in the Ministry of Public Education (MEP), public and private colleges, schools and universities, but there is a tendency to associate the use of translation in teaching only with the grammatical method. Later studies could be oriented to compare the progress between populations that have acquired the language as a second language and have worked for a short period of time in a call center, in tourism, or in real life activities where they have to translate or interpret in real mode, compared to those that do not.

scholarly journals Mutual impact of acoustic and linguistic representations for continuous emotion recognition in call-center conversations

2021 ◽  
Author(s):  
Marie Tahon ◽  
Manon Macary ◽  
yannick Estève ◽  
Daniel Luzzati
Keyword(s):  
Call Center ◽  
Real Life ◽  
Biological Response ◽  
Textual Information ◽  
Unseen Data ◽  
Linguistic Representations ◽  
High Contribution ◽  
Customer Services ◽  
Audio Information ◽  
Linguistic Content

<div> <div> <div> <p>The goal of our research is to automaticaly retrieve the satisfaction and the frustration in real-life call-center conversations. This study focuses an industrial application in which the customer satisfaction is continuously tracked down to improve customer services. To compensate the lack of large annotated emotional databases, we explore the use of pre-trained speech representations as a form of transfer learning towards AlloSat corpus. Moreover, several studies have pointed out that emotion can be detected not only in speech but also in facial trait, in biological response or in textual information. In the context of telephone conversations, we can break down the audio information into acoustic and linguistic by using the speech signal and its transcription. Our experiments confirms the large gain in performance obtained with the use of pre-trained features. Surprisingly, we found that the linguistic content is clearly the major contributor for the prediction of satisfaction and best generalizes to unseen data. Our experiments conclude to the definitive advantage of using CamemBERT representations, however the benefit of the fusion of acoustic and linguistic modalities is not as obvious. With models learnt on individual annotations, we found that fusion approaches are more robust to the subjectivity of the annotation task. This study also tackles the problem of performances variability and intends to estimate this variability from different views: weights initialization, confidence intervals and annotation subjectivity. A deep analysis on the linguistic content investigates interpretable factors able to explain the high contribution of the linguistic modality for this task. </p> </div> </div> </div>

scholarly journals Performance Evaluation and Dimensioning of Systems through Kernel Estimation

2011 ◽  
Vol 2011 ◽  
pp. 1-20 ◽  
Author(s):  
G. M. Gontijo ◽  
G. S. Atuncar ◽  
F. R. B. Cruz ◽  
L. Kerbache
Keyword(s):  
Performance Measures ◽  
Call Center ◽  
Kernel Smoothing ◽  
Blocking Probability ◽  
Queueing Systems ◽  
Real Life ◽  
Kernel Estimation ◽  
Queue Size ◽  
Number Of Customers ◽  
Arrival Pattern

We extend the analysis of queueing systems for real-life situations, where the arrival pattern of customers is unknown. In real systems, we must understand how the choice of a method of estimation influences the configuration of the system. Using kernel smoothing, we evaluate algorithms to estimate performance measures of a system, including the invariant probability distribution of the number of customers in the system, the blocking probability, the average queue size, and the average client queue time. We successfully apply the method to the arrivals to a call center to plan and improve the performance of these important queueing systems.

scholarly journals Mutual impact of acoustic and linguistic representations for continuous emotion recognition in call-center conversations

2021 ◽  
Author(s):  
Marie Tahon ◽  
Manon Macary ◽  
yannick Estève ◽  
Daniel Luzzati
Keyword(s):  
Call Center ◽  
Real Life ◽  
Biological Response ◽  
Textual Information ◽  
Unseen Data ◽  
Linguistic Representations ◽  
High Contribution ◽  
Customer Services ◽  
Audio Information ◽  
Linguistic Content

<div> <div> <div> <p>The goal of our research is to automaticaly retrieve the satisfaction and the frustration in real-life call-center conversations. This study focuses an industrial application in which the customer satisfaction is continuously tracked down to improve customer services. To compensate the lack of large annotated emotional databases, we explore the use of pre-trained speech representations as a form of transfer learning towards AlloSat corpus. Moreover, several studies have pointed out that emotion can be detected not only in speech but also in facial trait, in biological response or in textual information. In the context of telephone conversations, we can break down the audio information into acoustic and linguistic by using the speech signal and its transcription. Our experiments confirms the large gain in performance obtained with the use of pre-trained features. Surprisingly, we found that the linguistic content is clearly the major contributor for the prediction of satisfaction and best generalizes to unseen data. Our experiments conclude to the definitive advantage of using CamemBERT representations, however the benefit of the fusion of acoustic and linguistic modalities is not as obvious. With models learnt on individual annotations, we found that fusion approaches are more robust to the subjectivity of the annotation task. This study also tackles the problem of performances variability and intends to estimate this variability from different views: weights initialization, confidence intervals and annotation subjectivity. A deep analysis on the linguistic content investigates interpretable factors able to explain the high contribution of the linguistic modality for this task. </p> </div> </div> </div>

A peek in the micro-sized world: a review of design principles, engineering tools, and applications of engineered microbial community

2020 ◽  
Vol 48 (2) ◽  
pp. 399-409
Author(s):  
Baizhen Gao ◽  
Rushant Sabnis ◽  
Tommaso Costantini ◽  
Robert Jinkerson ◽  
Qing Sun
Keyword(s):  
Microbial Community ◽  
Microbial Communities ◽  
Environmental Remediation ◽  
Real Life ◽  
Design Principles ◽  
Microbial Interactions ◽  
Potential Applications ◽  
New Gene ◽  
Global Biogeochemical Cycles ◽  
Synthetic Microbial Communities

Microbial communities drive diverse processes that impact nearly everything on this planet, from global biogeochemical cycles to human health. Harnessing the power of these microorganisms could provide solutions to many of the challenges that face society. However, naturally occurring microbial communities are not optimized for anthropogenic use. An emerging area of research is focusing on engineering synthetic microbial communities to carry out predefined functions. Microbial community engineers are applying design principles like top-down and bottom-up approaches to create synthetic microbial communities having a myriad of real-life applications in health care, disease prevention, and environmental remediation. Multiple genetic engineering tools and delivery approaches can be used to ‘knock-in' new gene functions into microbial communities. A systematic study of the microbial interactions, community assembling principles, and engineering tools are necessary for us to understand the microbial community and to better utilize them. Continued analysis and effort are required to further the current and potential applications of synthetic microbial communities.

The Speech-Language Pathologist in the Public Schools: Preparation for Real Life Practices From the Perspective of a Speech-Language Pathology Program Coordinator

2010 ◽  
Vol 11 (2) ◽  
pp. 60-65
Author(s):  
Francine Wenhardt
Keyword(s):  
Public Schools ◽  
School Setting ◽  
Real Life ◽  
Effective School ◽  
Program Coordinator ◽  
Educational Preparation ◽  
The Public ◽  
Speech Language Pathologist ◽  
New Graduate ◽  
Language Pathology

Abstract The speech-language pathologist (SLP) working in the public schools has a wide variety of tasks. Educational preparation is not all that is needed to be an effective school-based SLP. As a SLP currently working in the capacity of a program coordinator, the author describes the skills required to fulfill the job requirements and responsibilities of the SLP in the school setting and advises the new graduate regarding the interview process and beginning a career in the public schools.

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