Utilize este identificador para referenciar este registo:
http://hdl.handle.net/10071/22590
Autoria: | Cabarrão, V. Julião, M. Solera-Ureña, R. Moniz, H. Batista, F. Trancoso, I. Mata, Ana I. |
Editor: | Botinis, A. |
Data: | 2019 |
Título próprio: | Affective analysis of customer service calls |
Paginação: | 37 - 40 |
Título do evento: | ExLing 2019: 10th International Conference of Experimental Linguistics |
ISSN: | 2529-1092 |
ISBN: | 978-618-84585-0-5 |
DOI (Digital Object Identifier): | 10.36505/ExLing-2019/10/0009/000371 |
Palavras-chave: | Acoustic-prosodic features Emotions Personality traits Call-center interactions Customer satisfaction |
Resumo: | This paper presents an affective and acoustic-prosodic analysis of a call-center corpus (700 phone calls with corresponding customer satisfaction levels). Our main goal is to understand how customers’ satisfaction correlates to the acoustic-prosodic and affective information (emotions and personality traits) of the interactions. A subset of 30 calls was manually annotated with emotions (frustrated vs.neutral) and personality traits (Big-Five model). Results on automatic satisfaction prediction from acoustic-prosodic features show a number of very informative linguistic knowledge-based features, especially pitch and energy ranges. The affective analysis also provides encouraging results, relating low/high satisfaction levels with the presence/absence of customer frustration. Concerning personality, customers tend to express signs of anxiety and nervousness, while agents are generally perceived as extroverted and open. |
Arbitragem científica: | yes |
Acesso: | Acesso Aberto |
Aparece nas coleções: | CTI-CRI - Comunicações a conferências internacionais |
Ficheiros deste registo:
Ficheiro | Descrição | Tamanho | Formato | |
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conferenceobject_63643.pdf | Versão Editora | 204,17 kB | Adobe PDF | Ver/Abrir |
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