Interaction Quality as a Human-Human Task-Oriented Conversation Performance

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’...

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Bibliographic Details
Published inSpeech and Computer Vol. 9811; pp. 403 - 410
Main Authors Spirina, Anastasiia, Vaskovskaia, Olesia, Sidorov, Maxim, Schmitt, Alexander
Format Book Chapter
LanguageEnglish
Published Switzerland Springer International Publishing AG 2016
Springer International Publishing
SeriesLecture Notes in Computer Science
Subjects
Artificial intelligence
Call centres
Call centre’s performances
Classification algorithms
Principal component analysis
Online AccessGet full text
ISBN331943957X
9783319439570
ISSN0302-9743
1611-3349
DOI10.1007/978-3-319-43958-7_48

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Summary: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, some 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.
ISBN:331943957X
9783319439570
ISSN:0302-9743
1611-3349
DOI:10.1007/978-3-319-43958-7_48