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Classification of emotions and evaluation of customer satisfaction from speech in real world acoustic environments
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 …
customer satisfaction (CS) from speech in real acoustic scenarios. The classification of …
Can we predict self-reported customer satisfaction from interactions?
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 …
a critical issue which has to be collected in order to detect problems and improve quality of …
Text analytics for customer satisfaction prediction: A case study in the banking domain
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 …
attention has been paid on machine learning methods for customer satisfaction analysis and …
Multimodal evaluation of customer satisfaction from voicemails using speech and language representations
Customer satisfaction (CS) evaluation in call centers is essential for assessing service
quality but commonly relies on human evaluations. Automatic evaluation systems can be …
quality but commonly relies on human evaluations. Automatic evaluation systems can be …
Automated conversation review to surface virtual assistant misunderstandings: Reducing cost and increasing privacy
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 …
to identify conversations containing misunderstood user inputs. These conversations …
[HTML][HTML] Aspect-based automated evaluation of dialogues
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 …
There are, however, cases where there is some structure in our conversation, eg, in a typical …
An annotated corpus of relational strategies in customer service
We create and release the first publicly available commercial customer service corpus with
annotated relational segments. Human-computer data from three live customer service …
annotated relational segments. Human-computer data from three live customer service …
Automated conversation review to surface virtual assistant misunderstandings
(57) ABSTRACT A scalable system provides automated conversation review that can
identify potential miscommunications. The system may provide suggested actions to fix …
identify potential miscommunications. The system may provide suggested actions to fix …
[PDF][PDF] Online Proactive Escalation in Multi-Modal Automated Assistants.
Existing research on escalation recommendation often relies on acoustic features,
obtainable in Spoken Dialog Systems (SDS). It is less understood how multi-modal dialog …
obtainable in Spoken Dialog Systems (SDS). It is less understood how multi-modal dialog …
Modeling Customer Experience in a Contact Center through Process Log Mining
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 …
optimizing current processes in a targeted manner, ultimately reducing costs and improving …