NEWS

孫彬訓／台北報導 2022.10.29

Introduction

Industry-Academia Application Alliance of Text and Voice Emotion Recognition Systems

The alliance can greatly improve emotion detection in the Chinese language in Greater China through the establishment of a text and voice emotion recognition system, automatic speaker diarization, customer service emotion AI tracking system, and customer emotion AI tracking system. We provide a total solution for customer service call centers in the financial industry. By recording the dialogue between the customer and call center representatives and converting the voice to text, the AI tracking system detects the emotional state of the representative and can be used as a warning system to avoid customer / representative conflicts. The system can also be used to measure the sentiment change of key opinion leaders giving speeches or major news conferences (earnings call) to predict change in prices of financial assets and volatility in these markets.

本聯盟附屬於國科會產學及園區業務處，計畫主持人為臺北科技大學鍾建屏教授，共同主持人包括：臺灣科技大學花凱龍教授、臺灣大學張智星教授、銘傳大學李修全教授及實踐大學陳昱欣教授。

聯盟研究主軸是以建置文字及語音情緒辨識系統，透過說話者自動分段標記及客服情緒AI追蹤系統的建置，可以大幅提升大中華地區的中文語系的情緒辨識成效。加上結合本團隊情緒辨識(偵測) 預警系統的研發成果，導入企業的行銷客服、金融客服部門，相信可以達到降低客訴成本、提升客戶滿意度及增加銷售額的目標，甚至可應用於測度法說會及重大訊息說明會上發佈訊息意見領袖的情緒變化，來預測股價的後續長跌幅及波動性。
本產學技術聯盟的建置，將有利於提供包括促進產學合作、協助發展前瞻新創技術、技術推廣與諮詢、培訓課程辦理、研發成果發表及技術移轉等服務。

透過將企業需求對應學校研發能量，提供企業適當的解決方案，滿足其未來營運內容，落實將研發成果推向產業商品化，橋接學研與產業應用，將學校研發能量具體落實於產業，促進研究資源活水可以持續循環，使聯盟具備自主營運之能力。