Тип публикации: доклад, тезисы доклада, статья из сборника материалов конференций
Конференция: 13th International Conference on Informatics in Control, Automation and Robotics, ICINCO 2016; Lisbon, Portugal; Lisbon, Portugal
Год издания: 2016
Ключевые слова: human-human interaction, call centres, classification algorithms, performances
Аннотация: This work presents the first experimental results on Interaction Quality modelling for human-human conversation, as an adaptation of the Interaction Quality metric for human-computer spoken interaction. The prediction of an Interaction Quality score can be formulated as a classification problem. In this paper we describe the resultПоказать полностьюs of applying several classification algorithms such as: Kernel Naive Bayes Classifier, k-Nearest Neighbours algorithm, Logistic Regression, and Support Vector Machines, to a data set. Moreover, we compare the results of modelling for two approaches for Interaction Quality labelling and consider the results depending on different emotion sets. The results of Interaction Quality modelling for human-human conversation may be used both for improving the service quality in call centres and for improving Spoken Dialogue Systems in terms of flexibility, user-friendliness and human-likeness.
Журнал: ICINCO 2016 - Proceedings of the 13th International Conference on Informatics in Control, Automation and Robotics
Выпуск журнала: 2
Номера страниц: 374-380
Издатель: SciTePress