Open Access
The Effect of Directed and Open Disambiguation Prompts in Authentic Call Center Data on the Frequency and Distribution of Filled Pauses and Possible Implications for Filled Pause Hypotheses and Data Collection Methodology
Robert Eklund
- pp 23-26
TLDR
The frequency and distribution of filledpauses (FPs) in ecologically valid data where unaware and Authentic customers called in to report problems with theirphony and/or Internet services and were met by a novel Wizard-of-Oz paradigm using real call center agents as Wizards of Oz wizards are studied.Abstract:
This paper studies the frequency and distribution of filledpauses (FPs) in ecologically valid data where unaware andauthentic customers called in to report problems with theirtelephony and/or Internet services and were met by a novelWizard-of-Oz paradigm using real call center agents aswizards. The data analyzed were caller utterances followinga directed or an open disambiguation prompt. While nosignificant differences in FP production were observed as afunction of prompt type, FP frequency was found to beconsiderably higher than what is usually reported in theliterature. Moreover, a higher proportion of utterance-initialFPs than normally reported was also observed. The results arecompared to previously reported FP frequencies. Potentialimplications for data collection methodology are discussed.read more
Citations
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Perspectives on Ozlab in the cloud : A literature review of tools supporting Wizard-of-Oz experimentation, including an historical overview of 1971-2013 and notes on methodological issues and supporting generic tools
John Sören Pettersson,Malin Wik +1 more
TL;DR: The Wizard-of-Oz method has been around for decades, allowing researchers and practitioners to conduct prototyping without programming, and the extensive literature review in the field reported here concludes that the method should be considered as a stand-alone art form.
Proceedings ArticleDOI
Supplementary Motor Area Activation in Disfluency Perception: An fMRI Study of Listener Neural Responses to Spontaneously Produced Unfilled and Filled Pauses.
Robert Eklund,Martin Ingvar +1 more
TL;DR: Spontaneously produced Unfilled Pauses and Filled Pauses were played to subjects in an fMRI experiment and increased activity was observed in the Primary Auditory Cortex.
Disfluency in Child-Directed Speech
TL;DR: Results from a longitudinal study of the rate and location of disfluencies in child-directed speech, using data for children between 0;6 and 2;9 years are reported.
Neural correlates of the processing of unfilled and filled pauses
TL;DR: Spontaneously produced Unfilled Pauses and FPs were played to subjects in an fMRI experiment and resulted in increased activity in the Primary Auditory Cortex, while FPs, unlike UPs, also elicited modulation in the Supplementary Motor Area, Brodmann Area 6.
References
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Hesitation Phenomena in Spontaneous English Speech
Howard Maclay,Charles E. Osgood +1 more
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How may I help you
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Norman Fraser,Nigel Gilbert +1 more
TL;DR: The “Wizard of Oz” technique for simulating future interactive technology and a partial taxonomy of such simulations is reviewed and a general Wizard of Oz methodology is suggested.
Journal ArticleDOI
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