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Conference papers

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.
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Submitted on : Wednesday, May 11, 2016 - 3:56:19 PM
Last modification on : Wednesday, October 20, 2021 - 4:31:09 PM


  • HAL Id : hal-01314579, version 1



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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