Call Center Stress Recognition with Person-Specific Models

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Provided by: Massachusetts Institute of Technology
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Nine call center employees wore a skin conductance sensor on the wrist for a week at work and reported stress levels of each call. Although everyone had the same job profile, they found large differences in how individuals reported stress levels, with similarity from day-to-day within the same participant, but large differences across the participants. The authors examined two ways to address the individual differences to automatically recognize classes of stressful/non-stressful calls, namely modifying the loss function of Support Vector Machines (SVMs) to adapt to the varying priors and giving more importance to training samples from the most similar people in terms of their skin conductance lability.
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