# Acoustic and linguistic representations for speech continuous emotion recognition in call center conversations

arXiv: https://arxiv.org/abs/2310.04481 · HTML: https://mlsanity.com/paper/2310.04481/

## Key facts

- Cited by 1 papers in the map (data through 14 Oct 2026).
- Builds on 15 of its 72 references that are in the map.
- First posted on arXiv 6 Oct 2023.

## Builds on (most cited first, 15 of 15)

- [BERT: Pre-training of Deep Bidirectional Transformers for Language Understanding](https://mlsanity.com/paper/1810.04805/) (2018)
- [PyTorch: An Imperative Style, High-Performance Deep Learning Library](https://mlsanity.com/paper/1912.01703/) (2019)
- [RoBERTa: A Robustly Optimized BERT Pretraining Approach](https://mlsanity.com/paper/1907.11692/) (2019)
- [Efficient Estimation of Word Representations in Vector Space](https://mlsanity.com/paper/1301.3781/) (2013)
- [Benchmarking Neural Network Robustness to Common Corruptions and Perturbations](https://mlsanity.com/paper/1903.12261/) (2019)
- [Libri-Light: A Benchmark for ASR with Limited or No Supervision](https://mlsanity.com/paper/1912.07875/) (2019)
- [CamemBERT: a Tasty French Language Model](https://mlsanity.com/paper/1911.03894/) (2019)
- [Efficient Low-rank Multimodal Fusion with Modality-Specific Factors](https://mlsanity.com/paper/1806.00064/) (2018)
- [Mockingjay: Unsupervised Speech Representation Learning with Deep Bidirectional Transformer Encoders](https://mlsanity.com/paper/1910.12638/) (2019)
- [FlauBERT: Unsupervised Language Model Pre-training for French](https://mlsanity.com/paper/1912.05372/) (2019)
- [SEWA DB: A Rich Database for Audio-Visual Emotion and Sentiment Research in the Wild](https://mlsanity.com/paper/1901.02839/) (2019)
- [Audio ALBERT: A Lite BERT for Self-supervised Learning of Audio Representation](https://mlsanity.com/paper/2005.08575/) (2020)
- [Multimodal Speech Emotion Recognition Using Audio and Text](https://mlsanity.com/paper/1810.04635/) (2018)
- [On the use of Self-supervised Pre-trained Acoustic and Linguistic Features for Continuous Speech Emotion Recognition](https://mlsanity.com/paper/2011.09212/) (2020)
- [Feature-level and Model-level Audiovisual Fusion for Emotion Recognition in the Wild](https://mlsanity.com/paper/1906.02728/) (2019)

## Built on by (most cited first, 1 of 1)

- [Detecting the terminality of speech-turn boundary for spoken interactions in French TV and Radio content](https://mlsanity.com/paper/2406.10073/) (2024)

## Abstract (arXiv)

The goal of our research is to automatically retrieve the satisfaction and the frustration in real-life call-center conversations. This study focuses an industrial application in which the customer satisfaction is continuously tracked down to improve customer services. To compensate the lack of large annotated emotional databases, we explore the use of pre-trained speech representations as a form of transfer learning towards AlloSat corpus. Moreover, several studies have pointed out that emotion can be detected not only in speech but also in facial trait, in biological response or in textual information. In the context of telephone conversations, we can break down the audio information into acoustic and linguistic by using the speech signal and its transcription. Our experiments confirms the large gain in performance obtained with the use of pre-trained features. Surprisingly, we found that the linguistic content is clearly the major contributor for the prediction of satisfaction and best generalizes to unseen data. Our experiments conclude to the definitive advantage of using CamemBERT representations, however the benefit of the fusion of acoustic and linguistic modalities is not as obvious. With models learnt on individual annotations, we found that fusion approaches are more robust to the subjectivity of the annotation task. This study also tackles the problem of performances variability and intends to estimate this variability from different views: weights initialization, confidence intervals and annotation subjectivity. A deep analysis on the linguistic content investigates interpretable factors able to explain the high contribution of the linguistic modality for this task.