DiSS-LPSS Joint Workshop 2010

The 5th Workshop on Disfluency in Spontaneous Speech
The 2nd International Symposium on Linguistic Patterns in Spontaneous Speech

Tokyo, Japan, September 25-26, 2010

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 (1,2,3)

(1) Department of Neuroscience, Karolinska Institute/Stockholm Brain Institute, Stockholm, Sweden
(2) Department of Computer Science, Linköping University, Linköping, Sweden
(3) Voice Provider Sweden, Stockholm, Sweden

This paper studies the frequency and distribution of filled pauses (FPs) in ecologically valid data where unaware and authentic customers called in to report problems with their telephony and/or Internet services and were met by a novel Wizard-of-Oz paradigm using real call center agents as wizards. The data analyzed were caller utterances following a directed or an open disambiguation prompt. While no significant differences in FP production were observed as a function of prompt type, FP frequency was found to be considerably higher than what is usually reported in the literature. Moreover, a higher proportion of utterance-initial FPs than normally reported was also observed. The results are compared to previously reported FP frequencies. Potential implications for data collection methodology are discussed.

Index Terms. filled pauses, Wizard-of-Oz, WOZ, speech planning, speech production, many-options, data collection, open prompts, directed prompts, call center, dialog systems.

Full Paper

Bibliographic reference.  Eklund, Robert (2010): "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", In DiSS-LPSS-2010, 23-26.