Real time speaking rate monitoring system

• Published in: 2011 IEEE International Conference on Signal Processing, Communications and Computing (ICSPCC) pp. 1 - 4
• Main Authors: Pandharipande, M. A., Kopparapu, S. K.
• Format: Conference Proceeding
• Language: English
• Published: IEEE 01-09-2011
• Subjects: Companies; Correlation; Customer satisfaction; Customer Satisfaction Index; Materials; Monitoring; non-linguistic feature; Real time systems; Speaking Rate; Speech
• ISBN: 9781457708930; 1457708930
• DOI: 10.1109/ICSPCC.2011.6061699

The rate at which we speak has a bearing on its comprehensibility and is important in recent times with mushrooming call center operations. An optimal speaking rate is one that is neither too fast not it is too slow. A fast spoken speech makes conversation unintelligible while a slower speaking rate speech makes the conversation boring. Speaking rate definitely varies depending on the emotional state of the person when s/he is speaking but more specifically regional and cultural influences the speaking rate. With the growth in call centers, especially the ones that cater to a different geography, it has become important to have systems that can continuously and in real time monitor the speaking rate of a call center agent when s/he is in conversation. A constant monitoring assists in the agent speaking at the desired rate with a customer in a different geography. In this paper, we develop a speaking rate monitoring system that can assist the agent to speak at an optimal speaking rate.