Interaction Quality as a Human-Human Task-Oriented Conversation Performance

摘要

The spoken dialogue systems (SDSs), which are designed to replace employees in different services, need some indicators, which show what happened in the ongoing dialogue and what the next step in system's behaviour should be. Thus, some indicators for the SDSs come from the field of the call centre's quality evaluation. In turn, some metrics like Interaction Quality (IQ), which was designed for human-computer spoken interaction, can be applied to human-human conversations. Such experience might be used for both call centres and SDSs for service quality improvement. This paper provides the results of IQ modelling for human-human task-oriented conversation with several classification algorithms.