Call Redistribution for a Call Center Based on Speech Emotion Recognition

Abstract

Call center operators communicate with callers in different emotional states (anger, anxiety, fear, stress, joy, etc.). Sometimes a number of calls coming in a short period of time have to be answered and processed. In the moments when all call center operators are busy, the system puts that call on hold, regardless of its urgency. This research aims to improve the functionality of call centers by recognition of call urgency and redistribution of calls in a queue. It could be beneficial for call centers giving health care support for elderly people and emergency call centers. The proposed recognition of call urgency and consequent call ranking and redistribution is based on emotion recognition in speech, giving greater priority to calls featuring emotions such as fear, anger and sadness, and less priority to calls featuring neutral speech and happiness. Experimental results, obtained in a simulated call center, show a significant reduction in waiting time for calls estimated as more urgent, especially the calls featuring the emotions of fear and anger.