Non-Linguistic Analysis of Call Center Conversations PDF Download
Are you looking for read ebook online? Search for your book and save it on your Kindle device, PC, phones or tablets. Download Non-Linguistic Analysis of Call Center Conversations PDF full book. Access full book title Non-Linguistic Analysis of Call Center Conversations by Sunil Kumar Kopparapu. Download full books in PDF and EPUB format.
Author: Sunil Kumar Kopparapu
Publisher: Springer
ISBN: 3319008978
Category : Technology & Engineering
Languages : en
Pages : 87
Get Book Here
Book Description
The book focuses on the part of the audio conversation not related to language such as speaking rate (in terms of number of syllables per unit time) and emotion centric features. This text examines using non-linguistics features to infer information from phone calls to call centers. The author analyzes "how" the conversation happens and not "what" the conversation is about by audio signal processing and analysis.
Author: Sunil Kumar Kopparapu
Publisher: Springer
ISBN: 3319008978
Category : Technology & Engineering
Languages : en
Pages : 87
Get Book Here
Book Description
The book focuses on the part of the audio conversation not related to language such as speaking rate (in terms of number of syllables per unit time) and emotion centric features. This text examines using non-linguistics features to infer information from phone calls to call centers. The author analyzes "how" the conversation happens and not "what" the conversation is about by audio signal processing and analysis.
Author: Sunil K. Kopparapu
Publisher:
ISBN: 9783319008981
Category : Call centers
Languages : en
Pages : 96
Get Book Here
Book Description
The book focuses on the part of the audio conversation not related to language such as speaking rate (in terms of number of syllables per unit time) and emotion centric features. This text examines using non-linguistics features to infer information from phone calls to call centers. The author analyzes "how" the conversation happens and not "what" the conversation is about by audio signal processing and analysis.
Author: Christos Voudouris
Publisher: Springer Science & Business Media
ISBN: 3540755047
Category : Business & Economics
Languages : en
Pages : 304
Get Book Here
Book Description
Service chain management enables service organisations to improve customer satisfaction and reduce operational costs. In this book, Christos Voudouris and his BT colleagues together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are based on the BT experience and on associated research and development. Service chain management is looked at both from the enterprise perspective and from the standpoints of the service professional and customer. The focus is on real-world challenges.
Author: Eric Friginal
Publisher: John Benjamins Publishing
ISBN: 9027289794
Category : Language Arts & Disciplines
Languages : en
Pages : 346
Get Book Here
Book Description
The Language of Outsourced Call Centers is the first book to explore a large-scale corpus representing the typical kinds of interactions and communicative tasks in outsourced call centers located in the Philippines and serving American customers. The specific goals of this book are to conduct a corpus-based register comparison between outsourced call center interactions, face-to-face American conversations, and spontaneous telephone exchanges; and to study the dynamics of cross-cultural communication between Filipino call center agents and American callers, as well as other demographic groups of participants in outsourced call center transactions, e.g., gender of speakers, agents’ experience and performance, and types of transactional tasks. The research design relies on a number of analytical approaches, including corpus linguistics and discourse analysis, and combines quantitative and qualitative examination of linguistic data in the investigation of the frequency distribution and functional characteristics of a range of lexico/syntactic features of outsourced call center discourse.
Author: Douglas Biber
Publisher: Cambridge University Press
ISBN: 1108426522
Category : Language Arts & Disciplines
Languages : en
Pages : 423
Get Book Here
Book Description
A brand new edition of this flagship work, that provides detailed descriptions of important text varieties in English along with methodological techniques to carry out analyses.
Author: Raymond F. Person, Jr.
Publisher: Routledge
ISBN: 100053328X
Category : Language Arts & Disciplines
Languages : en
Pages : 217
Get Book Here
Book Description
This collection extends the conversation beginning with Gail Jefferson’s seminal 1996 article, "On the Poetics of Ordinary Talk," linking the poetics of ordinary talk with the work of poets to bring together critical perspectives on new data from talk-in-interaction and applications of Jefferson’s poetics to literary discourse. Bringing together contributions from Conversation Analysis and literary scholars, the book begins by analyzing the presentation which served as the genesis for Jefferson’s article to highlight the occurrence of poetics in institutional talk. The first section then provides an in-depth examination of case studies from Conversation Analysis which draw on new data from naturally occurring discourse. The second half explores literary poetics as a form of institutional talk emerging from the poetics of ordinary talk, offering new possibilities for interpreting work in classics, biblical studies, folklore studies and contemporary literature. Each chapter engages in a discussion of Jefferson’s article toward reinforcing the relationships between the two disciplines and indicating a way forward for interdisciplinary scholarship. The collection highlights the enduring influence of Jefferson’s poetics to our understanding of language, both talk-in interaction and literary discourse, making this book of particular interest to students and researchers in Conversation Analysis, literary studies, stylistics, and pragmatics.
Author: Rupayan Chakraborty
Publisher: Springer
ISBN: 981107674X
Category : Computers
Languages : en
Pages : 91
Get Book Here
Book Description
This book captures the current challenges in automatic recognition of emotion in spontaneous speech and makes an effort to explain, elaborate, and propose possible solutions. Intelligent human–computer interaction (iHCI) systems thrive on several technologies like automatic speech recognition (ASR); speaker identification; language identification; image and video recognition; affect/mood/emotion analysis; and recognition, to name a few. Given the importance of spontaneity in any human–machine conversational speech, reliable recognition of emotion from naturally spoken spontaneous speech is crucial. While emotions, when explicitly demonstrated by an actor, are easy for a machine to recognize, the same is not true in the case of day-to-day, naturally spoken spontaneous speech. The book explores several reasons behind this, but one of the main reasons for this is that people, especially non-actors, do not explicitly demonstrate their emotion when they speak, thus making it difficult for machines to distinguish one emotion from another that is embedded in their spoken speech. This short book, based on some of authors’ previously published books, in the area of audio emotion analysis, identifies the practical challenges in analysing emotions in spontaneous speech and puts forward several possible solutions that can assist in robustly determining the emotions expressed in spontaneous speech.
Author: Alexander Gelbukh
Publisher: Springer
ISBN: 3642372562
Category : Computers
Languages : en
Pages : 598
Get Book Here
Book Description
This two-volume set, consisting of LNCS 7816 and LNCS 7817, constitutes the thoroughly refereed proceedings of the 13th International Conference on Computer Linguistics and Intelligent Processing, CICLING 2013, held on Samos, Greece, in March 2013. The total of 91 contributions presented was carefully reviewed and selected for inclusion in the proceedings. The papers are organized in topical sections named: general techniques; lexical resources; morphology and tokenization; syntax and named entity recognition; word sense disambiguation and coreference resolution; semantics and discourse; sentiment, polarity, subjectivity, and opinion; machine translation and multilingualism; text mining, information extraction, and information retrieval; text summarization; stylometry and text simplification; and applications.
Author: Jim Cummins
Publisher: Springer Science & Business Media
ISBN: 0387463011
Category : Education
Languages : en
Pages : 1215
Get Book Here
Book Description
This two volume handbook provides a comprehensive examination of policy, practice, research and theory related to English Language Teaching in international contexts. More than 70 chapters highlight the research foundation for best practices, frameworks for policy decisions, and areas of consensus and controversy in second language acquisition and pedagogy. The Handbook provides a unique resource for policy makers, educational administrators, and researchers concerned with meeting the increasing demand for effective English language teaching. It offers a strongly socio-cultural view of language learning and teaching. It is comprehensive and global in perspective with a range of fresh new voices in English language teaching research.
Author: Cecilia Varcasia
Publisher: Springer
ISBN: 1137286180
Category : Language Arts & Disciplines
Languages : en
Pages : 123
Get Book Here
Book Description
This book considers the sequential deployment of the receiver's response to the caller's request in telephone service encounters between native speakers in the U.K, Germany and Italy analysing the different response formats and their grammatical configuration.
