INTERSPEECH 2013 14thAnnual Conference of the International Speech Communication Association Lyon, France August 25-29, 2013

Estimating Callers' Levels of Knowledge in Call Center Dialogues

Chiaki Miyazaki, Ryuichiro Higashinaka, Toshiro Makino, Yoshihiro Matsuo

NTT Corporation, Japan

In call centers, since callers range from novices to experts with respect to what they are asking about, callers should be treated differently depending on their knowledge levels. To extract dialogues of callers with a certain knowledge level for an analysis, we propose a method to estimate callers' levels of knowledge. We focus on features related to vocabulary, utterance timing and duration, and information exchange and use a machine learning technique to learn a classifier that distinguishes the knowledge levels. Experimental results show that our method achieves a precision of 0.8 or better while retaining a moderate recall of around 0.5 in extracting the dialogues of novice callers.

Full Paper

Bibliographic reference.  Miyazaki, Chiaki / Higashinaka, Ryuichiro / Makino, Toshiro / Matsuo, Yoshihiro (2013): "Estimating callers' levels of knowledge in call center dialogues", In INTERSPEECH-2013, 2866-2870.