Issues in predicting user satisfaction transitions in dialogues: individual differences, evaluation criteria, and prediction models

Authors:
Ryuichiro Higashinaka;Yasuhiro Minami;Kohji Dohsaka;Toyomi Meguro
Affiliations:
NTT Cyber Space Laboratories, NTT Corporation, Kanagawa, Japan;NTT Communication Science Laboratories, NTT Corporation, Kyoto, Japan;NTT Communication Science Laboratories, NTT Corporation, Kyoto, Japan;NTT Communication Science Laboratories, NTT Corporation, Kyoto, Japan
Venue:
IWSDS'10 Proceedings of the Second international conference on Spoken dialogue systems for ambient environments
Year:
2010

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Abstract

This paper addresses three important issues in automatic prediction of user satisfaction transitions in dialogues. The first issue concerns the individual differences in user satisfaction ratings and how they affect the possibility of creating a user-independent prediction model. The second issue concerns how to determine appropriate evaluation criteria for predicting user satisfaction transitions. The third issue concerns how to train suitable prediction models. We present our findings for these issues on the basis of the experimental results using dialogue data in two domains.