11th Annual Conference of the International Speech Communication Association

Makuhari, Chiba, Japan
September 26-30. 2010

Combining Text Categorization and Dialog Modeling for Speaker Role Identification on Call Center Conversations

Rémi Lavalley (1), Chloé Clavel (2), Patrice Bellot (1), Marc El-Bèze (1)

(1) LIA, France
(2) Electricité de France R&D, France

In this paper, we address the problem of speaker role identification on a corpus of manually transcribed call center conversations. We first tackle it as a text categorization task. Then, we combine these categorization results with a dialog modeling approach. We achieve 93% of correct role assignment with the least method. Our method also offers the possibility to extract text spans specific to each role. These strings slightly improve the role identification results and are an interesting element for conversation analysis.

Full Paper

Bibliographic reference.  Lavalley, Rémi / Clavel, Chloé / Bellot, Patrice / El-Bèze, Marc (2010): "Combining text categorization and dialog modeling for speaker role identification on call center conversations", In INTERSPEECH-2010, 3062-3065.