Journal of Internet Computing and Services (인터넷정보학회논문지)

Korean Society for Internet Information (한국인터넷정보학회)
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A Study on the Automatic Monitoring System for the Contact Center Using Emotion Recognition and Keyword Spotting Method

감성인식과 핵심어인식 기술을 이용한 고객센터 자동 모니터링 시스템에 대한 연구

  • 윤원중 (단국대학교 소프트웨어학과) ;
  • 김태홍 (단국대학교 소프트웨어학과) ;
  • 박규식 (단국대학교 소프트웨어학과)
  • Received : 2012.04.09
  • Accepted : 2012.05.18
  • Published : 2012.06.30
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Abstract

In this paper, we proposed an automatic monitoring system for contact center in order to manage customer's complaint and agent's quality. The proposed system allows more accurate monitoring using emotion recognition and keyword spotting method for neutral/anger voice emotion. The system can provide professional consultation and management for the customer with language violence, such as abuse and sexual harassment. We developed a method of building robust algorithm on heterogeneous speech DB of many unspecified customers. Experimental results confirm the stable and improved performance using real contact center speech data.

본 논문에서는 고객의 불만관리 및 상담원의 상담품질 관리를 위한 고객센터 자동 모니터링 시스템에 대한 연구를 진행하였다. 제안된 시스템에서는 평상/화남의 2가지 감성에 대한 음성 감성인식 기술과 핵심어인식 기술을 사용하여 상담내역에 대한 보다 정확한 모니터링이 가능하고, 욕설, 성희롱 등의 언어폭력을 일삼는 고객에 대한 전문상담 및 관리가 가능하다. 서로 다른 환경에서 구축된 이종 음성 DB를 이용하여 불특정 고객들의 질의 음성에 안정적으로 동작할 수 있는 알고리즘을 개발하였으며, 실제 고객센터 상담내역 데이터를 이용하여 성능을 검증하였다.

Keywords

References

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