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Table of Contents
Preface; Acknowledgments; Contents; 1 Overview; 1.1 Introduction; 1.2 Call Center Conversations; 1.3 Need for Analysis; References; 2 Voice Analytics Process; 2.1 Introduction; 2.2 Music Voice Separation; 2.3 Agent Customer Speech Segmentation; 2.3.1 Two Pass Speaker Change Detection; 2.4 Speech to Text Conversion; 2.4.1 Speech-to-Text Conversion Challenges; References; 3 Call Center Linguistic Analytics; 3.1 Spotting Problematic Calls; 3.1.1 Detailed Analysis; 3.2 Automatic Spotting; References; 4 Non-linguistic Speech Processing; 4.1 Speaking Rate; 4.2 Speaking Rate Monitoring
4.3 Speaking Rate Monitoring on Mobile Phone4.4 Emotion in Speech; 4.5 Conclusion; References; 5 Case Study; 5.1 Introduction; 5.2 Related Work; 5.3 Modeling Call Conversations; 5.4 Speaking Rate Feature-Based Analysis; 5.5 Speaking Rate Patterns in Call Conversations; 5.6 Experimental Results; References; 6 Conclusions; Reference; Appendix A Informal Definitions; Appendix B Computing Speaking Rate; Appendix C Estimating P**; Appendix D Best Sample Size for Computing Real-TimeSpeaking Rate; Appendix E Resource Deficient Language ASR; Appendix F WER Conversational Speech; Index
4.3 Speaking Rate Monitoring on Mobile Phone4.4 Emotion in Speech; 4.5 Conclusion; References; 5 Case Study; 5.1 Introduction; 5.2 Related Work; 5.3 Modeling Call Conversations; 5.4 Speaking Rate Feature-Based Analysis; 5.5 Speaking Rate Patterns in Call Conversations; 5.6 Experimental Results; References; 6 Conclusions; Reference; Appendix A Informal Definitions; Appendix B Computing Speaking Rate; Appendix C Estimating P**; Appendix D Best Sample Size for Computing Real-TimeSpeaking Rate; Appendix E Resource Deficient Language ASR; Appendix F WER Conversational Speech; Index