Featured Research

from universities, journals, and other organizations

Is that 911 call a real emergency? Emotion detector made for call centers

Date:
March 22, 2011
Source:
Inderscience
Summary:
A system for emergency call centers that can assess a caller's stress levels or emotional state, and hence the urgency of the call, could reduce the impact of any given crisis and improve the emergency response. Scientists have now just developed one.

A system for emergency call centres that can assess a caller's stress levels or emotional state, and hence the urgency of the call, could reduce the impact of any given crisis and improve the emergency response. A team in The Netherlands reports just such an automatic emotion-detecting system in this month's International Journal of Intelligent Defence Support Systems.

Iulia Lefter of Delft University of Technology and colleagues at the Netherlands Defence Academy and TNO Defence, Security and Safety, explain how emergency call centres are commonly overwhelmed by the sheer number of calls, especially during disaster situations or other national emergencies. A system that could distinguish automatically between a seriously urgent call and a more mundane issue could reduce the burden considerably and allow calls to be prioritised more effectively.

"Stress and negative emotions, in general, have a strong influence on voice characteristics," the researchers explain. "Because speech is a natural means of communication, we can utilise the sound patterns of speech to detect stress and (negative) emotions in a non-intrusive way by monitoring the communication." Factors such as how quickly a person is talking, whether or not there are rises and falls in pitch and tone and breathing rate, all change when we are stressed and can be detected.

The team has now "trained" a computer algorithm that receives audio input from emergency calls to assess the emotive level of the callers' speech. Four different training techniques were used with recordings from actual emergencies of known outcome and the team says their error rates are as low as 4.2% for a database of call centre recordings used in the research. Optimisation of the algorithm using a larger training set and more robust statistical tools might improve that still further.

The researchers expect the system to have military applications in the first instance. However, it could be adapted to the civilian emergency services and perhaps other applications, such as criminal investigations.


Story Source:

The above story is based on materials provided by Inderscience. Note: Materials may be edited for content and length.


Journal Reference:

  1. Iulia Lefter et al. Automatic stress detection in emergency (telephone) calls. Int. J. Intelligent Defence Support Systems, 2011, 4, 148-168

Cite This Page:

Inderscience. "Is that 911 call a real emergency? Emotion detector made for call centers." ScienceDaily. ScienceDaily, 22 March 2011. <www.sciencedaily.com/releases/2011/03/110321093845.htm>.
Inderscience. (2011, March 22). Is that 911 call a real emergency? Emotion detector made for call centers. ScienceDaily. Retrieved September 21, 2014 from www.sciencedaily.com/releases/2011/03/110321093845.htm
Inderscience. "Is that 911 call a real emergency? Emotion detector made for call centers." ScienceDaily. www.sciencedaily.com/releases/2011/03/110321093845.htm (accessed September 21, 2014).

Share This



More Mind & Brain News

Sunday, September 21, 2014

Featured Research

from universities, journals, and other organizations


Featured Videos

from AP, Reuters, AFP, and other news services

Could Grief Affect The Immune Systems Of Senior Citizens?

Could Grief Affect The Immune Systems Of Senior Citizens?

Newsy (Sep. 19, 2014) The study found elderly people are much more likely to become susceptible to infection than younger adults going though a similar situation. Video provided by Newsy
Powered by NewsLook.com
Food Addiction Might Be Caused By PTSD

Food Addiction Might Be Caused By PTSD

Newsy (Sep. 18, 2014) New research shows that women who suffer from PTSD are three times more likely to develop a food addiction. Video provided by Newsy
Powered by NewsLook.com
Corporal Punishment on Decline, Debate Renews

Corporal Punishment on Decline, Debate Renews

AP (Sep. 16, 2014) Corporal punishment in the United States is on the decline, but there is renewed debate over its use after Minnesota Vikings running back Adrian Peterson was charged with child abuse. (Sept. 16) Video provided by AP
Powered by NewsLook.com
FDA Eyes Skin Shocks Used at Mass. School

FDA Eyes Skin Shocks Used at Mass. School

AP (Sep. 15, 2014) The FDA is considering whether to ban devices used by the Judge Rotenberg Educational Center in Canton, Massachusetts, the only place in the country known to use electrical skin shocks as aversive conditioning for aggressive patients. (Sept. 15) Video provided by AP
Powered by NewsLook.com

Search ScienceDaily

Number of stories in archives: 140,361

Find with keyword(s):
Enter a keyword or phrase to search ScienceDaily for related topics and research stories.

Save/Print:
Share:

Breaking News:
from the past week

In Other News

... from NewsDaily.com

Science News

Health News

Environment News

Technology News



Save/Print:
Share:

Free Subscriptions


Get the latest science news with ScienceDaily's free email newsletters, updated daily and weekly. Or view hourly updated newsfeeds in your RSS reader:

Get Social & Mobile


Keep up to date with the latest news from ScienceDaily via social networks and mobile apps:

Have Feedback?


Tell us what you think of ScienceDaily -- we welcome both positive and negative comments. Have any problems using the site? Questions?
Mobile: iPhone Android Web
Follow: Facebook Twitter Google+
Subscribe: RSS Feeds Email Newsletters
Latest Headlines Health & Medicine Mind & Brain Space & Time Matter & Energy Computers & Math Plants & Animals Earth & Climate Fossils & Ruins