Contact centres have been highly valued by organizations for a long time. However, the
COVID-19 pandemic has highlighted their critical importance in ensuring business …

This article presents a novel customer satisfaction (CS) estimation method that outputs both
turn-level and call-level estimations simultaneously. Our key idea is to directly apply turn …

We propose a new Customer Satisfaction Estimation (CSE) method that utilizes
unsupervised representation learning. Though conventional methods have improved both …

Emotion recognition is important at the workplace because it impacts a multitude of
outcomes, such as performance, engagement and well-being. Emotion recognition from …

Psychological well-being at the workplace has increased the demand for detecting emotions
with higher accuracies. Speech, one of the most non-obtrusive modes of capturing emotions …

Emotions when explicitly demonstrated by an actor are easy for a machine to recognize by
analyzing their speech. However in case of day to day, naturally spoken spontaneous …

Introducción: este artículo de revisión se desarrolló como parte de un trabajo de maestría de
la Universidad del Cauca en el 2017. Buscó encontrar los métodos de detección de la …

Introduction: This review article was prepared as part of a graduate thesis at Universidad del
Cauca in 2017. It sought to find the most appropriate methods for detecting voice …