Emotion Recognition from Helpdesk Messages
The result's identifiers
Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F00216305%3A26220%2F15%3APU115668" target="_blank" >RIV/00216305:26220/15:PU115668 - isvavai.cz</a>
Result on the web
<a href="https://ieeexplore.ieee.org/document/7382448" target="_blank" >https://ieeexplore.ieee.org/document/7382448</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.1109/ICUMT.2015.7382448" target="_blank" >10.1109/ICUMT.2015.7382448</a>
Alternative languages
Result language
angličtina
Original language name
Emotion Recognition from Helpdesk Messages
Original language description
This paper describes system for emotion recognition which can be used to determine the priority of messages on the first level of helpdesk services. An algorithm used in this paper uses artificial intelligence (SVM classifier) and can recognize 5 different emotions. The used emotional classes were based on acoustic model which was inspired by acoustic emotion recognition research works. The proposed system has evaluated 5 classifiers and identifies a dominant emotion class. This work also describes a small database which was created on the basis of the selected helpdesk messages. The database was used in training and testing of the mentioned classifier. Success of classifier achieved in this work is 76.63% and impact of the proposed optimization methods on the final model accuracy has been proven.
Czech name
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Czech description
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Classification
Type
D - Article in proceedings
CEP classification
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OECD FORD branch
20201 - Electrical and electronic engineering
Result continuities
Project
<a href="/en/project/FR-TI4%2F151" target="_blank" >FR-TI4/151: Research and development of technology for machine emotion detection in unstructured data</a><br>
Continuities
S - Specificky vyzkum na vysokych skolach
Others
Publication year
2015
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů
Data specific for result type
Article name in the collection
2015 7th International Congress on Ultra Modern Telecommunications and Control Systems and Workshops (ICUMT)
ISBN
978-1-4673-9282-2
ISSN
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e-ISSN
—
Number of pages
4
Pages from-to
310-313
Publisher name
Neuveden
Place of publication
Neuveden
Event location
Brno
Event date
Oct 6, 2015
Type of event by nationality
WRD - Celosvětová akce
UT code for WoS article
000380551300054