Call-centre speech · Speech Emotion Recognition
Call Centre Speech Data for Speech Emotion Recognition
Simulated and consented real-world contact-centre audio in Indian languages, recorded over telephony-grade channels so it matches the bandwidth your production system actually sees. Applied to speech emotion recognition, the specification is driven by one thing: per-class f1.
- Service
- Call-centre speech
- Use case
- Speech Emotion Recognition
- Primary metric
- Per-class F1
Required data profile
- Elicited and natural emotional speech
- Multi-rater emotion labels with adjudication
- Balanced across emotion classes
Technical specification
| Parameter | Standard |
|---|---|
| Channel | 8 kHz narrowband telephony plus 48 kHz reference where required |
| Codec | G.711 / Opus simulated to match your stack |
| Structure | Agent and customer on separate channels |
| Scenarios | Billing, delivery, KYC, recharge, collections, support, sales |
| Emotion | Neutral, frustrated and escalated variants on request |
Process
- Scenario library built from your call taxonomy
- Agent-side speakers briefed on your script and tone
- Recording over the specified codec path
- Transcription with intent and outcome labels
- Delivery with per-scenario counts
Metrics this feeds
- Per-class F1
- Inter-rater agreement on labels
- Escalation detection latency
Failure modes to design out
- Acted emotion only
- Single-rater labels on an inherently subjective task
Narrowband is simulated at capture time, not by downsampling clean studio audio, which would leave unrealistic artefacts.
Deliverables
- Dual-channel call audio
- Verbatim transcripts
- Intent, outcome and sentiment labels
- Scenario coverage matrix
Frequently asked
Is call-centre speech the right service for speech emotion recognition?
It covers elicited and natural emotional speech. Most speech emotion recognition programmes combine it with at least one other service; we will say so in the scope rather than selling one line item.
What languages are available?
All 14 languages in the network plus Indian English accent bands.
How is the evaluation set handled?
Collected first, from speakers disjoint from the training cohort, so improvement is measurable.
Scope call-centre speech for speech emotion recognition
Send the metric you need to move.