Recognising realistic emotions and affect in speech: State of the art and lessons learnt from the first challenge

More than a decade has passed since research on automatic recognition of emotion from speech has become a new field of research in line with its 'big brothers' speech and speaker recognition. This article attempts to provide a short overview on where we are today, how we got there and what this can reveal us on where to go next and how we could arrive there. In a first part, we address the basic phenomenon reflecting the last fifteen years, commenting on databases, modelling and annotation, the unit of analysis and prototypicality. We then shift to automatic processing including discussions on features, classification, robustness, evaluation, and implementation and system integration. From there we go to the first comparative challenge on emotion recognition from speech-the INTERSPEECH 2009 Emotion Challenge, organised by (part of) the authors, including the description of the Challenge's database, Sub-Challenges, participants and their approaches, the winners, and the fusion of results to the actual learnt lessons before we finally address the ever-lasting problems and future promising attempts. (C) 2011 Elsevier B.V. All rights reserved.Schuller B., Batliner A., Steidl S., Seppi D., ''Recognising realistic emotions and affect in speech: state of the art and lessons learnt from the first challenge'', Speech communication, vol. 53, no. 9-10, pp. 1062-1087, November 2011.status: publishe

META-NET Strategic Research Agenda for Multilingual Europe 2020

In everyday communication, Europe’s citizens, business partners and politicians are inevitably confronted with language barriers. Language technology has the potential to overcome these barriers and to provide innovative interfaces to technologies and knowledge. This document presents a Strategic Research Agenda for Multilingual Europe 2020. The agenda was prepared by META-NET, a European Network of Excellence. META-NET consists of 60 research centres in 34 countries, who cooperate with stakeholders from economy, government agencies, research organisations, non-governmental organisations, language communities and European universities. META-NET’s vision is high-quality language technology for all European languages. “The research carried out in the area of language technology is of utmost importance for the consolidation of Portuguese as a language of global communication in the information society.” — Dr. Pedro Passos Coelho (Prime-Minister of Portugal) “It is imperative that language technologies for Slovene are developed systematically if we want Slovene to flourish also in the future digital world.” — Dr. Danilo Türk (President of the Republic of Slovenia) “For such small languages like Latvian keeping up with the ever increasing pace of time and technological development is crucial. The only way to ensure future existence of our language is to provide its users with equal opportunities as the users of larger languages enjoy. Therefore being on the forefront of modern technologies is our opportunity.” — Valdis Dombrovskis (Prime Minister of Latvia) “Europe’s inherent multilingualism and our scientific expertise are the perfect prerequisites for significantly advancing the challenge that language technology poses. META-NET opens up new opportunities for the development of ubiquitous multilingual technologies.” — Prof. Dr. Annette Schavan (German Minister of Education and Research

Dysfluencies as intra-utterance dialogue moves

Ginzburg J, Fernández R, Schlangen D. Dysfluencies as intra-utterance dialogue moves. Semantics and Pragmatics. 2014;7

A review of natural language processing in contact centre automation

Contact centres have been highly valued by organizations for a long time. However, the COVID-19 pandemic has highlighted their critical importance in ensuring business continuity, economic activity, and quality customer support. The pandemic has led to an increase in customer inquiries related to payment extensions, cancellations, and stock inquiries, each with varying degrees of urgency. To address this challenge, organizations have taken the opportunity to re-evaluate the function of contact centres and explore innovative solutions. Next-generation platforms that incorporate machine learning techniques and natural language processing, such as self-service voice portals and chatbots, are being implemented to enhance customer service. These platforms offer robust features that equip customer agents with the necessary tools to provide exceptional customer support. Through an extensive review of existing literature, this paper aims to uncover research gaps and explore the advantages of transitioning to a contact centre that utilizes natural language solutions as the norm. Additionally, we will examine the major challenges faced by contact centre organizations and offer reco

Innovation activities in call and contact centres - an exploratory study

Call and contact centres play an important role in the global economy, employing millions of people in the USA and UK and hundreds of thousands in other parts of Europe, Africa and Asia (Russell, 2008). They are often the main point of contact for customers accessing organisations, so have a key part to play in the overall perception customers have of the entire organisation (Dean, 2002). However, the centres in developed countries are facing increased pressures from low-cost alternatives in developing countries and increasing customer demands, which results in these centres needing to enhance their competitive advantage. One method for increased competitiveness is through an increased focus on innovation; organisations that can continually renew and adapt through advances in their services, products and processes will stay ahead of the competition (Bessant, 2003). Innovation is concerned with the organisational processes and tools necessary to translate ideas into new processes, products, services or businesses (Isaksen and Tidd, 2006). Although innovation poses many risks, organisations that do not renew their products, processes or services on a continuing basis place their survival in danger (Tidd et al., 2001)

Localization in educational mobile games: Multiple case studies of educational mobile games in the emerging market, Vietnam

The thesis studies the localization/globalization of educational mobile games in emerging markets, particularly Vietnam. In detail, the thesis investigates how an educational mobile game company balances their localization strategy in the pressure of Global Integration-Local Responsiveness (GI-LR), the drivers behind the localization choice and level, and how players react to the strategy. The study reviews and summaries literature review related to GI-LR for MNEs and localization strategy for born-globals and suggests a framework for educational mobile game companies. The literature review indicated that while born-globals try to standardize their products, due to external and internal drivers, they have to adapt to local responsiveness on some levels. The suggested framework indicated that there are three levels of localization for educational game companies: simple, complex, and blending; besides standardization strategy. The thesis focuses on external drivers such as cultural differences and customer demands and studies how this affects the localization level of each game company. The thesis employs multiple case studies to compare different educational game companies that have different localization levels and serve different customer demands. The data collected from both America and Vietnam reviews similarities and differences in how users of each region perceive the games, react to the localization level of the games and suggest game improvements. The study figured out that cultural differences, especially language, and customer demands can change the level of localization of educational game companies. The level of localization can extend to one or several elements of the game. Users from Vietnam noticed some limitations of local language courses and suggested having their local language to be able to understand some games. In the context of emerging markets which have diverse culture and demands, educational game companies should do intense market research in advance to check whether they need to alter the localization level, reducing or raising the total cost of expanding to emerging markets