Mining Automatic Speech Transcripts for the Retrieval of Problematic Calls

摘要

In order to assure and to improve the quality of service, call center operators need to automatically identify the problematic calls in the mass of information flowing through the call center. Our method to select and rank those critical conversations uses linguistic text mining to detect sentiment markers on French automatic speech transcripts. The markers' weight and orientation are used to calculate the semantic orientation of the speech turns. The course of a conversation can then be graphically represented with positive and negative curves. We have established and evaluated on a manually annotated corpus three heuristics for the automatic selection of problematic conversations. Two proved to be very useful and complementary for the retrieval of conversations having segments with anger and tension. Their precision is high enough for use in real world systems and the ranking evaluated by mean precision follows the usual relevance behavior of a search engine.