What is Emotion?
Emotion is a complex psychophysiological change which arise from the interaction of the individual with inner and environmental influences in the mood. It is the main factor that determines the individual’s health and plays a central role in human daily life.
The number of emotions and its classification are controversial and these vary culturally.
Therefore, while developing CallSense, which performs audio emotion analysis, we have developed a powerful model only for Turkish with the help of our enriched data set that we have gathered from tens of thousands of different people.
Classification of Emotions
Emotions can only be represented numerically outside classes such as happy, unhappy, angry. All emotions can be expressed in a vector by means of two values called affective valence and arousal. The affective value is a measure of how positive or negative that emotion is, and the arousal value is a measure of physiological response caused by emotion. By means of these two values, all emotions can be expressed numerically.
Aside from the detailed numerical information about emotions over raw voice, by using each speech turning into text, we obtain various information from text and blend this information with numerical emotion information; we can distinguish different emotions such as “neutral, excited, dissatisfied, happy, unsure, confident and disappointed ; which is a need for call centers with high accuracy.