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Authors: Anastasiia Spirina ; Maxim Sidorov ; Roman Sergienko and Alexander Schmitt

Affiliation: Ulm University, Germany

ISBN: 978-989-758-198-4

Keyword(s): Human-Human Interaction, Call Centres, Classification Algorithms, Performances.

Related Ontology Subjects/Areas/Topics: Human-Machine Interfaces ; Human-Robots Interfaces ; Informatics in Control, Automation and Robotics ; Robotics and Automation

Abstract: This work presents the first experimental results on Interaction Quality modelling for human-human conversation, as an adaptation of the Interaction Quality metric for human-computer spoken interaction. The prediction of an Interaction Quality score can be formulated as a classification problem. In this paper we describe the results of applying several classification algorithms such as: Kernel Naïve Bayes Classifier, k-Nearest Neighbours algorithm, Logistic Regression, and Support Vector Machines, to a data set. Moreover, we compare the results of modelling for two approaches for Interaction Quality labelling and consider the results depending on different emotion sets. The results of Interaction Quality modelling for human-human conversation may be used both for improving the service quality in call centres and for improving Spoken Dialogue Systems in terms of flexibility, user-friendliness and human-likeness.

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Paper citation in several formats:
Spirina, A.; Sidorov, M.; Sergienko, R.; Sergienko, R. and Schmitt, A. (2016). First Experiments on Interaction Quality Modelling for Human-Human Conversation.In Proceedings of the 13th International Conference on Informatics in Control, Automation and Robotics - Volume 2: ICINCO, ISBN 978-989-758-198-4, pages 374-380. DOI: 10.5220/0005983103740380

@conference{icinco16,
author={Anastasiia Spirina. and Maxim Sidorov. and Roman Sergienko. and Roman Sergienko. and Alexander Schmitt.},
title={First Experiments on Interaction Quality Modelling for Human-Human Conversation},
booktitle={Proceedings of the 13th International Conference on Informatics in Control, Automation and Robotics - Volume 2: ICINCO,},
year={2016},
pages={374-380},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0005983103740380},
isbn={978-989-758-198-4},
}

TY - CONF

JO - Proceedings of the 13th International Conference on Informatics in Control, Automation and Robotics - Volume 2: ICINCO,
TI - First Experiments on Interaction Quality Modelling for Human-Human Conversation
SN - 978-989-758-198-4
AU - Spirina, A.
AU - Sidorov, M.
AU - Sergienko, R.
AU - Sergienko, R.
AU - Schmitt, A.
PY - 2016
SP - 374
EP - 380
DO - 10.5220/0005983103740380

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