Recognition of emotion in a realistic dialogue scenario
Richard Huber, Anton M. Batliner, Jan Buckow, Elmar Nöth, Volker Warnke, Heinrich Niemann · 2000
Nowadays modern automatic dialogue systems are able to understand complex sentences instead of only a few commands like Stop or No.In a call-center, such a system should be able to determine in a critical phase of the dialogue if the call should be passed over to a human operator.Such a critical phase can be indicated by the customer's vocal expression.Other studies prooved that it is possible to distinguish between anger and neutral speech w i t h prosodic features alone.Subjects in these studies were mostly people acting or simulating emotions like anger.In this paper we use data from a so-called Wizard of O z (WoZ) scenario to get more realistic data instead of simulated anger.As shown below, the classi cation rate for the two classes "emotion" (class E) and "neutral" (class :E) is signi cantly worse for these more realistic data.Furthermore the classi cation results are heavily speaker dependent.Prosody alone might t h us not be sucient and has to be supplemented by the use of other knowledge sources such as the detection of repetitions, reformulations, swear words, and dialogue acts.