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AlloSat: A New Call Center French Corpus for Satisfaction and Frustration Analysis

Abstract : We present a new corpus, named AlloSat, composed of real-life call center conversations in French that is continuously annotated in frustration and satisfaction. This corpus has been set up to develop new systems able to model the continuous aspect of semantic and paralinguistic information at the conversation level. The present work focuses on the paralinguistic level, more precisely on the expression of emotions. In the call center industry, the conversation usually aims at solving the caller's request. As far as we know, most emotional databases contain static annotations in discrete categories or in dimensions such as activation or valence. We hypothesize that these dimensions are not task-related enough. Moreover, static annotations do not enable to explore the temporal evolution of emotional states. To solve this issue, we propose a corpus with a rich annotation scheme enabling a real-time investigation of the axis frustration / satisfaction. AlloSat regroups 303 conversations with a total of approximately 37 hours of audio, all recorded in real-life environments collected by Allo-Media (an intelligent call tracking company). First regression experiments, with audio features, show that the evolution of frustration / satisfaction axis can be retrieved automatically at the conversation level.
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https://hal.archives-ouvertes.fr/hal-02506086
Contributor : Manon Macary <>
Submitted on : Thursday, March 19, 2020 - 8:15:00 AM
Last modification on : Friday, March 20, 2020 - 8:39:46 AM

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Manon Macary, Marie Tahon, Yannick Estève, Anthony Rousseau. AlloSat: A New Call Center French Corpus for Satisfaction and Frustration Analysis. Language Resources and Evaluation Conference, LREC 2020, May 2020, Marseille, France. ⟨hal-02506086⟩

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