Multiple topic identification in human/human conversations

18 Dec 2018X. BostG. SenayM. El-BèzeR. De Mori

The paper deals with the automatic analysis of real-life telephone conversations between an agent and a customer of a customer care service (ccs). The application domain is the public transportation system in Paris and the purpose is to collect statistics about customer problems in order to monitor the service and decide priorities on the intervention for improving user satisfaction... (read more)

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