Detecting Escalation Level from Speech with Transfer Learning and Acoustic-Lexical Information Fusion

Textual escalation detection has been widely applied to ecommerce companies’ customer service systems to pre-alert and prevent potential conflicts. Similarly, in public areas such as airports and train stations, where many impersonal conversations frequently take place, acoustic-based escalation detection systems are also useful to enhance passengers’ safety and maintain public order. To this end, we introduce a system based on acoustic-lexical features to detect escalation from speech, Voice Activity Detection (VAD) and label smoothing are adopted to further enhance the performance in our experiments. Considering a small set of training and development data, we also employ transfer learning on several well-known emotional detection datasets, i.e. RAVDESS, CREMA-D, to learn advanced emotional representations that is then applied to the conversational escalation detection task. On the development set, our proposed system achieves 81.5% unweighted average recall (UAR) which significantly outperforms the baseline with 72.2% UAR.