Patent Document ID: 9355650
Application ID: 14703107

Base Claim:
1. A device for detecting an emotional state change in an audio signal, the device comprising: a processor; and a memory storing instructions that, when executed by the processor, cause the processor to perform operations including: receiving a plurality of segments of the audio signal, the plurality of segments being sequential; sequentially analyzing each segment of the plurality of segments and determining, for each segment, an emotional state from among a plurality of emotional states and a confidence score of the emotional state; sequentially analyzing the emotional state and the confidence score of each segment and tracking a current emotional state of the audio signal throughout each of the plurality of segments; and determining, for each segment, whether the current emotional state of the audio signal changes to an other emotional state of the plurality of emotional states based on the emotional state and the confidence score of the segment, wherein the processor determines that the current emotional state of the audio signal changes to the other emotional state of the plurality of emotional states when the emotional state of a predetermined number of the plurality of segments is the other emotional state with the confidence score of the emotional state of each of the predetermined number of the plurality of segments being below a predetermined threshold.

---

Claim 6:
6. The device according to claim 1 , further comprising: a database that stores the audio signal and tracked emotional states in association with a customer service agent.