Тип публикации: статья из журнала
Год издания: 2016
Идентификатор DOI: 10.1007/978-3-319-43958-7_48
Ключевые слова: call centres, classification algorithms, Principal Component analysis, Call centre's performances
Аннотация: The spoken dialogue systems (SDSs), which are designed to replace employees in different services, need some indicators, which show what happened in the ongoing dialogue and what the next step in system's behaviour should be. Thus, some indicators for the SDSs come from the field of the call centre's quality evaluation. In turn, soПоказать полностьюme metrics like Interaction Quality (IQ), which was designed for human-computer spoken interaction, can be applied to human-human conversations. Such experience might be used for both call centres and SDSs for service quality improvement. This paper provides the results of IQ modelling for human-human task-oriented conversation with several classification algorithms.
Журнал: Lecture Notes in Computer Science
Выпуск журнала: Т.9811
Номера страниц: 403-410
ISSN журнала: 03029743
Место издания: Zug
Издатель: Springer Nature Switzerland