Emotion recognition remains a complex task due to speaker variations and low-resource
training samples. To address these difficulties, we focus on the domain adversarial neural …

Public information access services are provided by dozens of countries around the world as
a means to promote transparency and democracy, and present a number of research …

This article presents a novel customer satisfaction (CS) estimation method that outputs both
turn-level and call-level estimations simultaneously. Our key idea is to directly apply turn …

In a typical call center, only up to 8% of callersleave a Customer Satisfaction (CSAT)
surveyresponse at the end of the call, and these tend tobe customers with strongly positive …

Many companies make use of customer service chats to help the customer and try to solve
their problem. However, customer service data is confidential and as such, cannot easily be …

Customer satisfaction is not just a significant factor but a cornerstone for smart cities and
their organizations that offer services to people. It enhances the organization's reputation …

Customer satisfaction (CS) evaluation in call centers is essential for assessing service
quality but commonly relies on human evaluations. Automatic evaluation systems can be …

Phone calls are an essential communication channel in today's contact centers, but they are
more difficult to analyze than written or form-based interactions. To that end, companies …

We propose a new Customer Satisfaction Estimation (CSE) method that utilizes
unsupervised representation learning. Though conventional methods have improved both …

In this work, we propose a framework relying solely on chat-based customer support (CS)
interactions for predicting the recommendation decision of individual users. For our case …