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Burkhardt, F., van Ballegooy, M., Englert, R., & Huber, R. (2005). An emotion-aware voice portal. Proc. Electronic Speech Signal Processing ESSP:.

 This article describes the development of a voice portal prototype that integrates the recognition of anger in the caller’s voice. Often users get frustrated by talking to machines and hang up without having the possibility to express their anger in some way. In order to handle this problem, we integrated an emotional recognizer in a standard-based voice portal If anger is detected in the caller’s voice, the dialog manager component runs a conciliation strategy by first mirroring the caller’s mood and in a second step transferring the caller to a human agent. The system design is described and first evaluation results reported.
 
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