Fusing ASR Outputs in Joint Training for Speech Emotion Recognition

Alongside acoustic information, linguistic features based on speech transcripts have been proven useful in Speech Emotion Recognition (SER). However, due to the scarcity of emotion labelled data and the difficulty of recognizing emotional speech, it is hard to obtain reliable linguistic features and models in this research area. In this paper, we propose to fuse Automatic Speech Recognition (ASR) outputs into the pipeline for joint training SER. The relationship between ASR and SER is understudied, and it is unclear what and how ASR features benefit SER. By examining various ASR outputs and fusion methods, our experiments show that in joint ASR-SER training, incorporating both ASR hidden and text output using a hierarchical co-attention fusion approach improves the SER performance the most. On the IEMOCAP corpus, our approach achieves 63.4% weighted accuracy, which is close to the baseline results achieved by combining ground-truth transcripts. In addition, we also present novel word error rate analysis on IEMOCAP and layer-difference analysis of the Wav2vec 2.0 model to better understand the relationship between ASR and SER.Comment: Accepted for ICASSP 202

Recognizing emotions in spoken dialogue with acoustic and lexical cues

Automatic emotion recognition has long been a focus of Affective Computing. It has become increasingly apparent that awareness of human emotions in Human-Computer Interaction (HCI) is crucial for advancing related technologies, such as dialogue systems. However, performance of current automatic emotion recognition is disappointing compared to human performance. Current research on emotion recognition in spoken dialogue focuses on identifying better feature representations and recognition models from a data-driven point of view. The goal of this thesis is to explore how incorporating prior knowledge of human emotion recognition in the automatic model can improve state-of-the-art performance of automatic emotion recognition in spoken dialogue. Specifically, we study this by proposing knowledge-inspired features representing occurrences of disfluency and non-verbal vocalisation in speech, and by building a multimodal recognition model that combines acoustic and lexical features in a knowledge-inspired hierarchical structure. In our study, emotions are represented with the Arousal, Expectancy, Power, and Valence emotion dimensions. We build unimodal and multimodal emotion recognition models to study the proposed features and modelling approach, and perform emotion recognition on both spontaneous and acted dialogue. Psycholinguistic studies have suggested that DISfluency and Non-verbal Vocalisation (DIS-NV) in dialogue is related to emotions. However, these affective cues in spoken dialogue are overlooked by current automatic emotion recognition research. Thus, we propose features for recognizing emotions in spoken dialogue which describe five types of DIS-NV in utterances, namely filled pause, filler, stutter, laughter, and audible breath. Our experiments show that this small set of features is predictive of emotions. Our DIS-NV features achieve better performance than benchmark acoustic and lexical features for recognizing all emotion dimensions in spontaneous dialogue. Consistent with Psycholinguistic studies, the DIS-NV features are especially predictive of the Expectancy dimension of emotion, which relates to speaker uncertainty. Our study illustrates the relationship between DIS-NVs and emotions in dialogue, which contributes to Psycholinguistic understanding of them as well. Note that our DIS-NV features are based on manual annotations, yet our long-term goal is to apply our emotion recognition model to HCI systems. Thus, we conduct preliminary experiments on automatic detection of DIS-NVs, and on using automatically detected DIS-NV features for emotion recognition. Our results show that DIS-NVs can be automatically detected from speech with stable accuracy, and auto-detected DIS-NV features remain predictive of emotions in spontaneous dialogue. This suggests that our emotion recognition model can be applied to a fully automatic system in the future, and holds the potential to improve the quality of emotional interaction in current HCI systems. To study the robustness of the DIS-NV features, we conduct cross-corpora experiments on both spontaneous and acted dialogue. We identify how dialogue type influences the performance of DIS-NV features and emotion recognition models. DIS-NVs contain additional information beyond acoustic characteristics or lexical contents. Thus, we study the gain of modality fusion for emotion recognition with the DIS-NV features. Previous work combines different feature sets by fusing modalities at the same level using two types of fusion strategies: Feature-Level (FL) fusion, which concatenates feature sets before recognition; and Decision-Level (DL) fusion, which makes the final decision based on outputs of all unimodal models. However, features from different modalities may describe data at different time scales or levels of abstraction. Moreover, Cognitive Science research indicates that when perceiving emotions, humans make use of information from different modalities at different cognitive levels and time steps. Therefore, we propose a HierarchicaL (HL) fusion strategy for multimodal emotion recognition, which incorporates features that describe data at a longer time interval or which are more abstract at higher levels of its knowledge-inspired hierarchy. Compared to FL and DL fusion, HL fusion incorporates both inter- and intra-modality differences. Our experiments show that HL fusion consistently outperforms FL and DL fusion on multimodal emotion recognition in both spontaneous and acted dialogue. The HL model combining our DIS-NV features with benchmark acoustic and lexical features improves current performance of multimodal emotion recognition in spoken dialogue. To study how other emotion-related tasks of spoken dialogue can benefit from the proposed approaches, we apply the DIS-NV features and the HL fusion strategy to recognize movie-induced emotions. Our experiments show that although designed for recognizing emotions in spoken dialogue, DIS-NV features and HL fusion remain effective for recognizing movie-induced emotions. This suggests that other emotion-related tasks can also benefit from the proposed features and model structure

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

Recognizing Induced Emotions of Movie Audiences From Multimodal Information

Recognizing emotional reactions of movie audiences to affective movie content is a challenging task in affective computing. Previous research on induced emotion recognition has mainly focused on using audio-visual movie content. Nevertheless, the relationship between the perceptions of the affective movie content (perceived emotions) and the emotions evoked in the audiences (induced emotions) is unexplored. In this work, we studied the relationship between perceived and induced emotions of movie audiences. Moreover, we investigated multimodal modelling approaches to predict movie induced emotions from movie content based features, as well as physiological and behavioral reactions of movie audiences. To carry out analysis of induced and perceived emotions, we first extended an existing database for movie affect analysis by annotating perceived emotions in a crowd-sourced manner. We find that perceived and induced emotions are not always consistent with each other. In addition, we show that perceived emotions, movie dialogues, and aesthetic highlights are discriminative for movie induced emotion recognition besides spectators’ physiological and behavioral reactions. Also, our experiments revealed that induced emotion recognition could benefit from including temporal information and performing multimodal fusion. Moreover, our work deeply investigated the gap between affective content analysis and induced emotion recognition by gaining insight into the relationships between aesthetic highlights, induced emotions, and perceived emotions