Opinion mining in a telephone survey corpus

Abstract : Telephone surveys are often used by Customer Services to evaluate their clients' satisfaction and to improve their services. Large amounts of data are collected to observe the evolution of custo-mers' opinions. Within this context, the automatization of the process of these databases becomes a crucial issue. This paper addresses the automatic analysis of audio messages where customers are asked to give their opinion over several dimensions about a Customer Service. Interpretation methods that integrate automatically and manually acquired knowledge are proposed. Experimental results, done on a database collected from a deployed Customer Service in real conditions with real customers are given.
Type de document :
Communication dans un congrès
Interspeech, Sep 2006, Pittsburgh, United States
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https://hal.archives-ouvertes.fr/hal-01314579
Contributeur : Bibliothèque Universitaire Déposants Hal-Avignon <>
Soumis le : mercredi 11 mai 2016 - 15:56:19
Dernière modification le : mardi 18 décembre 2018 - 08:04:08

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  • HAL Id : hal-01314579, version 1

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Nathalie Camelin, Géraldine Damnati, Frédéric Béchet, Renato De Mori. Opinion mining in a telephone survey corpus. Interspeech, Sep 2006, Pittsburgh, United States. 〈hal-01314579〉

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