End-to-End Continuous Speech Emotion Recognition in Real-life Customer Service Call Center Conversations

Speech Emotion recognition (SER) in call center conversations has emerged as a valuable tool for assessing the quality of interactions between clients and agents. In contrast to controlled laboratory environments, real-life conversations take place under uncontrolled conditions and are subject to contextual factors that influence the expression of emotions. In this paper, we present our approach to constructing a large-scale reallife dataset (CusEmo) for continuous SER in customer service call center conversations. We adopted the dimensional emotion annotation approach to capture the subtlety, complexity, and continuity of emotions in real-life call center conversations, while annotating contextual information. The study also addresses the challenges encountered during the application of the End-to-End (E2E) SER system to the dataset, including determining the appropriate label sampling rate and input segment length, as well as integrating contextual information (interlocutor's gender and empathy level) with different weights using multitask learning. The result shows that incorporating the empathy level information improved the model's performance.

Predicting vacant parking space availability zone-wisely: a graph based spatio-temporal prediction approach

Vacant parking space (VPS) prediction is one of the key issues of intelligent parking guidance systems. Accurately predicting VPS information plays a crucial role in intelligent parking guidance systems, which can help drivers find parking space quickly, reducing unnecessary waste of time and excessive environmental pollution. Through the simple analysis of historical data, we found that there not only exists a obvious temporal correlation in each parking lot, but also a clear spatial correlation between different parking lots. In view of this, this paper proposed a graph data-based model ST-GBGRU (Spatial-Temporal Graph Based Gated Recurrent Unit), the number of VPSs can be predicted both in short-term (i.e., within 30 min) and in long-term (i.e., over 30min). On the one hand, the temporal correlation of historical VPS data is extracted by GRU, on the other hand, the spatial correlation of historical VPS data is extracted by GCN inside GRU. Two prediction methods, namely direct prediction and iterative prediction, are combined with the proposed model. Finally, the prediction model is applied to predict the number VPSs of 8 public parking lots in Santa Monica. The results show that in the short-term and long-term prediction tasks, ST-GBGRU model can achieve high accuracy and have good application prospects.