Computer systems that learn: classification and prediction methods from statistics, neural nets, machine learning, and expert systems
Speech Communication - Special issue on interactive voice technology for telecommunication applications (IVITA '96)
Using Natural Language Processing and discourse Features to Identify Understanding Errors
ICML '00 Proceedings of the Seventeenth International Conference on Machine Learning
Predicting and Adapting to Poor Speech Recognition in a Spoken Dialogue System
Proceedings of the Seventeenth National Conference on Artificial Intelligence and Twelfth Conference on Innovative Applications of Artificial Intelligence
Vector-based natural language call routing
Computational Linguistics
Towards developing general models of usability with PARADISE
Natural Language Engineering
NAACL 2000 Proceedings of the 1st North American chapter of the Association for Computational Linguistics conference
Predicting automatic speech recognition performance using prosodic cues
NAACL 2000 Proceedings of the 1st North American chapter of the Association for Computational Linguistics conference
PARADISE: a framework for evaluating spoken dialogue agents
ACL '98 Proceedings of the 35th Annual Meeting of the Association for Computational Linguistics and Eighth Conference of the European Chapter of the Association for Computational Linguistics
Learning optimal dialogue strategies: a case study of a spoken dialogue agent for email
COLING '98 Proceedings of the 17th international conference on Computational linguistics - Volume 2
Characterizing and recognizing spoken corrections in human-computer dialogue
COLING '98 Proceedings of the 17th international conference on Computational linguistics - Volume 1
Construct Algebra: analytical dialog management
ACL '99 Proceedings of the 37th annual meeting of the Association for Computational Linguistics on Computational Linguistics
Automatic detection of poor speech recognition at the dialogue level
ACL '99 Proceedings of the 37th annual meeting of the Association for Computational Linguistics on Computational Linguistics
Identifying user corrections automatically in spoken dialogue systems
NAACL '01 Proceedings of the second meeting of the North American Chapter of the Association for Computational Linguistics on Language technologies
HLT '91 Proceedings of the workshop on Speech and Natural Language
Learning trees and rules with set-valued features
AAAI'96 Proceedings of the thirteenth national conference on Artificial intelligence - Volume 1
ACL '02 Proceedings of the 40th Annual Meeting on Association for Computational Linguistics
Towards conversational QA: automatic identification of problematic situations and user intent
COLING-ACL '06 Proceedings of the COLING/ACL on Main conference poster sessions
Detecting Problematic Dialogs with Automated Agents
PIT '08 Proceedings of the 4th IEEE tutorial and research workshop on Perception and Interactive Technologies for Speech-Based Systems: Perception in Multimodal Dialogue Systems
Getting insights from the voices of customers: Conversation mining at a contact center
Information Sciences: an International Journal
Being Old Doesn’t Mean Acting Old: How Older Users Interact with Spoken Dialog Systems
ACM Transactions on Accessible Computing (TACCESS)
IWSDS'10 Proceedings of the Second international conference on Spoken dialogue systems for ambient environments
Modeling user satisfaction transitions in dialogues from overall ratings
SIGDIAL '10 Proceedings of the 11th Annual Meeting of the Special Interest Group on Discourse and Dialogue
Advances in the Witchcraft workbench project
SIGDIAL '10 Proceedings of the 11th Annual Meeting of the Special Interest Group on Discourse and Dialogue
Living with a robot companion: empirical study on the interaction with an artificial health advisor
ICMI '11 Proceedings of the 13th international conference on multimodal interfaces
Which system differences matter?: using l1/l2 regularization to compare dialogue systems
SIGDIAL '11 Proceedings of the SIGDIAL 2011 Conference
Robust Design and Control of Call Centers with Flexible Interactive Voice Response Systems
Manufacturing & Service Operations Management
Mining automatic speech transcripts for the retrieval of problematic calls
CICLing'13 Proceedings of the 14th international conference on Computational Linguistics and Intelligent Text Processing - Volume 2
| Hi-index | 0.00 |
Spoken dialogue systems promise efficient and natural access to a large variety of information sources and services from any phone. However, current spoken dialogue systems are deficient in their strategies for preventing, identifying and repairing problems that arise in the conversation. This paper reports results on automatically training a Problematic Dialogue Predictor to predict problematic human-computer dialogues using a corpus of 4692 dialogues collected with the How May I Help YouSM spoken dialogue system. The Problematic Dialogue Predictor can be immediately applied to the system's decision of whether to transfer the call to a human customer care agent, or be used as a cue to the system's dialogue manager to modify its behavior to repair problems, and even perhaps, to prevent them. We show that a Problematic Dialogue Predictor using automatically-obtainable features from the first two exchanges in the dialogue can predict problematic dialogues 13.2% more accurately than the baseline.