Potential Benefits of Human-Like Dialogue Behaviour in the Call Routing Domain
Joakim Gustafson,Mattias Heldner,Jens Edlund +2 more
- Vol. 5078, pp 240-251
TLDR
An experiment in the call routing domain that took place during the development of a call routing system for the TeliaSonera residential customer care in Sweden, using a corpus of 42,000 calls as a basis for identifying problematic dialogues and the strategies used by operators to overcome the problems.Abstract:
This paper presents a Wizard-of-Oz (Woz) experiment in the call routing domain that took place during the development of a call routing system for the TeliaSonera residential customer care in Sweden. A corpus of 42,000 calls was used as a basis for identifying problematic dialogues and the strategies used by operators to overcome the problems. A new Woz recording was made, implementing some of these strategies. The collected data is described and discussed with a view to explore the possible benefits of more human-like dialogue behaviour in call routing applications.read more
Citations
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Journal ArticleDOI
Pauses, gaps and overlaps in conversations
Mattias Heldner,Jens Edlund +1 more
TL;DR: This paper explores durational aspects of pauses gaps and overlaps in three different conversational corpora with a view to challenge claims about precision timing in turn-taking Distributions of p distributions.
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Towards human-like spoken dialogue systems
TL;DR: The two-way mimicry target is presented, a model for measuring how well a human-computer dialogue mimics or replicates some aspect of human-human dialogue, including human flaws and inconsistencies.
Proceedings ArticleDOI
Pitch Similarity in the Vicinity of Backchannels
TL;DR: Dynamic modeling of spoken dialogue seeks to capture how interlocutors change their speech over the course of a conversation.
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Semi-supervised methods for exploring the acoustics of simple productive feedback
TL;DR: A map is established between human perception of similarity between feedback tokens, their measured distance in acoustic space, and the link to the perception of the function of feedback tokens with varying realisations, by combining the acoustic analysis with an explorative visualisation of the prosody.
Prosodic cues to engagement in non-lexical response tokens in Swedish
Joakim Gustafson,Daniel Neiberg +1 more
TL;DR: This thesis focuses on how to compute, model, discover and analyze prosody and it’s applications for spoken dialog systems and addresses automatic classification and analysis of conversational cues related to turn-taking, brief feedback, affective expressions, their crossrelationships as well as their cognitive and neurological basis.
References
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Proceedings ArticleDOI
Wizard of Oz studies: why and how
TL;DR: It is concluded that empirical studies of the unique qualities of man-machine interaction as distinct from general human discourse are required for the development of user-friendly interactive systems.
Journal ArticleDOI
How may I help you
TL;DR: This paper focuses on the task of automatically routing telephone calls based on a user's fluently spoken response to the open-ended prompt of “ How may I help you? ”.
Journal ArticleDOI
Wizard of Oz studies — why and how
DahlbäckN.,JönssonA.,AhrenbergL. +2 more
TL;DR: The focus of the work described in the paper is on the practical execution of the studies and the methodological conclusions drawn on the basis of the authors' experience, and the methods used and the conclusions drawn are of relevance also to other kinds of intelligent interfaces.
Journal ArticleDOI
Why is conversation so easy
Simon Garrod,Martin J. Pickering +1 more
TL;DR: It is argued that conversation is easy because of an interactive processing mechanism that leads to the alignment of linguistic representations between partners that is functionally similar to the automatic links between perception and behaviour.
Proceedings ArticleDOI
An architecture for more realistic conversational systems
TL;DR: An architecture for conversational systems that enables human-like performance along several important dimensions and supports a separation of responsibilities that enhances portability to new tasks and domains is described.