ISCA Archive Interspeech 2008
ISCA Archive Interspeech 2008

Automatic customer feedback processing: alarm detection in open question spoken messages

Nathalie Camelin, Geraldine Damnati, Frédéric Bechet, Renato De Mori

This paper describes an alarm detection system dedicated to process automatically customer feedbacks in call-centers. Previous studies presented a strategy that consists in the robust detection of subjective opinions about a particular topic in a spoken message. In the present study, we focus on the alarm detection problem in a customer spoken feedback application. We want to characterize each customer's survey with a degree of emergency. All the messages considered as urgent need a quick answer from the call-center service in order to satisfy the customer. The strategy proposed is based on a classification scheme that takes into account all the features that can characterize a survey: answers to the closed questions, topics and opinions detected in the open question spoken message, confidence scores from the Automatic Speech Recognition (ASR) and Spoken Language Understanding (SLU) modules. A field trial realized among real customers has shown that despite the ASR robustness issues, our system efficiently ranks the most urgent messages and brings a finer analysis on the surveys than the one provided by processing the closed questions alone.


doi: 10.21437/Interspeech.2008-79

Cite as: Camelin, N., Damnati, G., Bechet, F., Mori, R.D. (2008) Automatic customer feedback processing: alarm detection in open question spoken messages. Proc. Interspeech 2008, 475-478, doi: 10.21437/Interspeech.2008-79

@inproceedings{camelin08_interspeech,
  author={Nathalie Camelin and Geraldine Damnati and Frédéric Bechet and Renato De Mori},
  title={{Automatic customer feedback processing: alarm detection in open question spoken messages}},
  year=2008,
  booktitle={Proc. Interspeech 2008},
  pages={475--478},
  doi={10.21437/Interspeech.2008-79}
}