Related papers: Speech Sentiment and Customer Satisfaction Estimat…

Chatbots are often designed to mimic social roles attributed to humans. However, little is known about the impact on user's perceptions of using language that fails to conform to the associated social role. Our research draws on…

This study investigates factors that may determine satisfaction in customer service operations. We utilized more than 170,000 online chat sessions between customers and agents to identify characteristics of chat sessions that incurred…

Emotions play a central role in human communication, shaping trust, engagement, and social interaction. As artificial intelligence systems powered by large language models become increasingly integrated into everyday life, enabling them to…

In the era of rapid technological advancement, social media platforms such as Twitter (X) have emerged as indispensable tools for gathering consumer insights, capturing diverse opinions, and understanding public attitudes. This research…

The lack of time-efficient and reliable evaluation methods hamper the development of conversational dialogue systems (chatbots). Evaluations requiring humans to converse with chatbots are time and cost-intensive, put high cognitive demands…

Speech quality assessment has been a critical component in many voice communication related applications such as telephony and online conferencing. Traditional intrusive speech quality assessment requires the clean reference of the degraded…

Dialogue level quality estimation is vital for optimizing data driven dialogue management. Current automated methods to estimate turn and dialogue level user satisfaction employ hand-crafted features and rely on complex annotation schemes,…

During a psychotherapy session, the counselor typically adopts techniques which are codified along specific dimensions (e.g., 'displays warmth and confidence', or 'attempts to set up collaboration') to facilitate the evaluation of the…

Chatbots are one class of intelligent, conversational software agents activated by natural language input (which can be in the form of text, voice, or both). They provide conversational output in response, and if commanded, can sometimes…

Automatic evaluation is beneficial for open-domain dialog system development. However, standard word-overlap metrics (BLEU, ROUGE) do not correlate well with human judgements of open-domain dialog systems. In this work we propose to use the…

Chatbot has become an important solution to rapidly increasing customer care demands on social media in recent years. However, current work on chatbot for customer care ignores a key to impact user experience - tones. In this work, we…

Classroom observation protocols standardize the assessment of teaching effectiveness and facilitate comprehension of classroom interactions. Whereas these protocols offer teachers specific feedback on their teaching practices, the manual…

Computer-mediated communication has become more important than face-to-face communication in many contexts. Tracking emotional dynamics in chat conversations can enhance communication, improve services, and support well-being in various…

Creating agents that can interact naturally with humans is a common goal in artificial intelligence (AI) research. However, evaluating these interactions is challenging: collecting online human-agent interactions is slow and expensive, yet…

Customers are rapidly turning to social media for customer support. While brand agents on these platforms are motivated and well-intentioned to help and engage with customers, their efforts are often ignored if their initial response to the…

The performance of ChatGPT\copyright{} and other LLMs has improved tremendously, and in online environments, they are increasingly likely to be used in a wide variety of situations, such as ChatBot on web pages, call center operations using…

Sentiment analysis is crucial for the advancement of artificial intelligence (AI). Sentiment understanding can help AI to replicate human language and discourse. Studying the formation and response of sentiment state from well-trained…

Embodied agents designed to assist users with tasks must engage in natural language interactions, interpret instructions, execute actions, and communicate effectively to resolve issues. However, collecting large-scale, diverse datasets of…

As voice assistants (VAs) become increasingly integrated into daily life, the need for emotion-aware systems that can recognize and respond appropriately to user emotions has grown. While significant progress has been made in speech emotion…

User satisfaction plays a crucial role in user experience (UX) evaluation. Traditionally, UX measurements are based on subjective scales, such as questionnaires. However, these evaluations may suffer from subjective bias. In this paper, we…