PASCAL - Pattern Analysis, Statistical Modelling and Computational Learning

Opinion mining in a telephone survey corpus
Nathalie Camelin, Geraldine Damnati, Fréderic Béchet and Renato De Mori
In: International Conference on Spoken Language Processing (Interspeech 2006), September, Pittsburgh.


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 customers' 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.

EPrint Type:Conference or Workshop Item (Paper)
Project Keyword:Project Keyword UNSPECIFIED
Subjects:Natural Language Processing
ID Code:2765
Deposited By:Fréderic Béchet
Deposited On:22 November 2006