Impatient language detecting - customer calls

Presentation on theme: "Impatient language detecting - customer calls"— Presentation transcript:

1 Impatient language detecting - customer calls
Presenter: Roxanne 客訴電話裡面不耐煩情緒產生的情緒用語

2 What is impatient? 不耐煩到底是甚麼? 是否真的有所謂的不耐煩辭彙, 用語 或是還是大部分是透過聲音的生理表現去表達他
探討甚麼是不耐煩就會開始想到我們甚麼時候會不耐煩

3 When do we feel impatient?
Bored Slow Talkative Unclear 在等待 跟 不清楚的時候 納在不耐煩的時候我們語氣跟說話的方式似乎是有變化

4 Observation Stress High pitch Fast Speed Interrupt
那在不耐煩的時候就我觀察會有以下這些改變 High pitch: hello? Hello?音調上揚 Stress: 你 有 在 聽 嗎? Fast speed: 所以現在是應該我要自己處理嗎? 沒有相關的賠償嗎? Interrupt: %$#%%%$#, (打斷) 沒關係你現在就直接告訴我要怎麼處理比較好 Super segmental features are the cut-in points for us to find the impatient language use. From personal observation, I assume that when customers speak impatiently, four super segmental features will be used :

5 Material Resource: customer calls Industry: movie industry
Business: In89 Theater Role: single – > multiple

6 pitch marking system Vroomen, J., Collier, R., & Mozziconacci, S. J. (1993). Duration and intonation in emotional speech. In Eurospeech. 我的起點終點 1B

7 Procedure Target Material Filter Raw Material

8 Demo [ready to be IMPATIENT]
00:50 changing 1:20 - 2:59 pith raising

9 ? Problems Filter Marking Logic Law
Filter: Intonation vs. Emotion: is OK to use the super segmental features as filters? Marking (pitch) : 該論文是兩個以上專業的marking, 如果是單人的話會不會有問題? Logic: 如果filter本身也是assumption, 那用filter出來的語言會是正確的嗎? 是不是會整個都是假設, 然後將觀察變成一份總結報告? Law : material

10