Classification of emotions and evaluation of customer satisfaction from speech in real world acoustic environments

LF Parra-Gallego, JR Orozco-Arroyave - Digital Signal Processing, 2022 - Elsevier
This paper focuses on finding suitable features to robustly recognize emotions and evaluate
customer satisfaction (CS) from speech in real acoustic scenarios. The classification of …

Automated conversation review to surface virtual assistant misunderstandings: Reducing cost and increasing privacy

I Beaver, A Mueen - Proceedings of the AAAI Conference on Artificial …, 2020 - ojs.aaai.org
With the rise of Intelligent Virtual Assistants (IVAs), there is a necessary rise in human effort
to identify conversations containing misunderstood user inputs. These conversations …

[HTML][HTML] Aspect-based automated evaluation of dialogues

A Shabanpour, Z Hou, A Husnoo, KL Nguyen… - Knowledge-Based …, 2023 - Elsevier
Evaluating human dialogue is a complex task, as our conversation are never structured.
There are, however, cases where there is some structure in our conversation, eg, in a typical …

Text analytics for customer satisfaction prediction: A case study in the banking domain

G Hristova - AIP Conference Proceedings, 2022 - pubs.aip.org
Customer centricity is key to the success of modern business companies. Recently, a lot of
attention has been paid on machine learning methods for customer satisfaction analysis and …

Can we predict self-reported customer satisfaction from interactions?

J Auguste, D Charlet, G Damnati… - ICASSP 2019-2019 …, 2019 - ieeexplore.ieee.org
In the context of contact centers, customers' satisfaction after a conversation with an agent is
a critical issue which has to be collected in order to detect problems and improve quality of …

Modeling Customer Experience in a Contact Center through Process Log Mining

T Fu, G Zampieri, D Hodgson, C Angione… - ACM Transactions on …, 2021 - dl.acm.org
The use of data mining and modeling methods in service industry is a promising avenue for
optimizing current processes in a targeted manner, ultimately reducing costs and improving …

An annotated corpus of relational strategies in customer service

I Beaver, C Freeman, A Mueen - arXiv preprint arXiv:1708.05449, 2017 - arxiv.org
We create and release the first publicly available commercial customer service corpus with
annotated relational segments. Human-computer data from three live customer service …

[PDF][PDF] Online proactive escalation in multi-modal automated assistants

C Freeman, I Beaver - The Thirtieth International Flairs Conference, 2017 - cdn.aaai.org
Existing research on escalation recommendation often relies on acoustic features,
obtainable in Spoken Dialog Systems (SDS). It is less understood how multi-modal dialog …

On the care and feeding of virtual assistants: Automating conversation review with AI

I Beaver, A Mueen - AI Magazine, 2022 - ojs.aaai.org
With the rise of intelligent virtual assistants (IVAs), there is a necessary rise in human effort to
identify conversations containing misunderstood user inputs. These conversations uncover …

Towards awareness of human relational strategies in virtual agents

I Beaver, C Freeman, A Mueen - Proceedings of the AAAI Conference on …, 2020 - aaai.org
Abstract As Intelligent Virtual Agents (IVAs) increase in adoption and further emulate human
personalities, we are interested in how humans apply relational strategies to them compared …