Related papers: Text-Based Detection of On-Hold Scripts in Contact…
For agents at a contact centre receiving calls, the most important piece of information is the reason for a given call. An agent cannot provide support on a call if they do not know why a customer is calling. In this paper we describe our…
Human feedback data is a critical component in developing language models. However, collecting this feedback is costly and ultimately not scalable. Inspired by the way human interlocutors provide spontaneous unsolicited feedback to each…
Despite growing interest in applications based on natural customer support conversations, there exist remarkably few publicly available datasets that reflect the expected characteristics of conversations in these settings. Existing…
In this era of abundant digital information, customer satisfaction has become one of the prominent factors in the success of any business. Customers want a one-click solution for almost everything. They tend to get unsatisfied if they have…
Salespeople frequently face the dynamic screening decision of whether to persist in a conversation or abandon it to pursue the next lead. Yet, little is known about how these decisions are made, whether they are efficient, or how to improve…
In this paper we explain how contextual expectations are generated and used in the task-oriented spoken language understanding system Dialogos. The hard task of recognizing spontaneous speech on the telephone may greatly benefit from the…
We investigate using Named Entity Recognition on a new type of user-generated text: a call center conversation. These conversations combine problems from spontaneous speech with problems novel to conversational Automated Speech Recognition,…
Dialogue act recognition is a fundamental task for an intelligent dialogue system. Previous work models the whole dialog to predict dialog acts, which may bring the noise from unrelated sentences. In this work, we design a hierarchical…
In this study, we aim to find a method to auto-tag sentences specific to a domain. Our training data comprises short conversational sentences extracted from chat conversations between company's customer representatives and web site…
Agent assistance during human-human customer support spoken interactions requires triggering workflows based on the caller's intent (reason for call). Timeliness of prediction is essential for a good user experience. The goal is for a…
Quality of data plays an important role in most deep learning tasks. In the speech community, transcription of speech recording is indispensable. Since the transcription is usually generated artificially, automatically finding errors in…
This paper aims to provide an approach for automatic coding of physician-patient communication transcripts to improve patient-centered communication (PCC). PCC is a central part of high-quality health care. To improve PCC, dialogues between…
In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. One area where AI can have a significant impact is in the coaching of contact center agents. By analyzing call transcripts using…
Customer support via chat requires agents to resolve customer queries with minimum wait time and maximum customer satisfaction. Given that the agents as well as the customers can have varying levels of literacy, the overall quality of…
In this work we explored building automatic speech recognition models for transcribing doctor patient conversation. We collected a large scale dataset of clinical conversations ($14,000$ hr), designed the task to represent the real word…
The paper deals with the automatic analysis of real-life telephone conversations between an agent and a customer of a customer care service (ccs). The application domain is the public transportation system in Paris and the purpose is to…
In the quest to improve services, companies offer customers the option to interact with agents via texting. Such contact centers face unique challenges compared to traditional call centers, as measuring customer experience proxies like…
This paper presents Dialogos, a real-time system for human-machine spoken dialogue on the telephone in task-oriented domains. The system has been tested in a large trial with inexperienced users and it has proved robust enough to allow…
In the quest to improve services, companies offer customers the opportunity to interact with agents through contact centers, where the communication is mainly text-based. This has become one of the favorite channels of communication with…
Interruption in a dialogue occurs when the listener begins their speech before the current speaker finishes speaking. Interruptions can be broadly divided into two groups: cooperative (when the listener wants to support the speaker), and…