Analyse discursive et multi-modale des conversations écrites en ligne portées sur la résolution de problèmes

Abstract : We are interested in problem-solving online written conversations. These conversations may be found on online channels such as forums, mailing lists or chat rooms. In the literature, human interactions are usually modelled in terms of dialogue acts. Dialogue acts are typically used to represent the discursive functions of utterances in dialogue. We want to use dialogue acts for the analysis of online written conversations. Well-defined methods and models allowing for the fine-grained analysis of these conversations would represent a solid framework to support different user-assistance and dialogue analysis systems. This would represent an important stake for the customer support industry, but could also be used to improve collaborative assistance platforms that are accessed daily by millions of users. However, current conversations analysis techniques were not developed with written online conversations in mind. It is necessary to adapt existing resources for these conversations. This effort is related to the field of research in computer-mediated conversations (CMC). Our goal is to build a dialogue act model for problem-solving online written conversations, and to offer tools for the automatic recognition of these acts.
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Soufian Antoine Salim. Analyse discursive et multi-modale des conversations écrites en ligne portées sur la résolution de problèmes. Informatique et langage [cs.CL]. Université de Nantes, 2017. Français. ⟨tel-01723018⟩

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