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| Presentation | 2019-03-15 10:50 Likability Estimation Model Training of Call-center Agents Based on Annotators' Skills Hosana Kamiyama, Atsushi Ando, Ryo Masumura, Satoshi Kobashikawa, Yushi Aono (NTT)  EA2018-132 SIP2018-138 SP2018-94 |
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| Abstract | (in Japanese) | (See Japanese page) |
| (in English) | This paper proposes a new technique for estimating the likability of call-center agents. Most techniques of likability estimation collect many annotations per sample since the annotations often include the variability of annotator evaluations. Due to the inability to collect sufficient annotations, which are labeled by experts such as supervisor of call-center, from actual call-centers, the few annotations per call available cannot eliminate the variability. We proposes two likability model training techniques from the few annotations per call based on annotators’ skill. First, our technique provides reasonable labels, which eliminated from the influence of annotators’ skills, for model training from observed labels. We also proposes a new neural network architecture that has a layer considering the variability of observed labels from each annotator. Our proposal achieved 12.0% error reduction compared with baseline techniques. |
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| Keyword | (in Japanese) | (See Japanese page) |
| (in English) | Likability / Call-center agent / Annotator / Neural Network / / / / | |
| Reference Info. | IEICE Tech. Rep., vol. 118, no. 497, SP2018-94, pp. 197-202, March 2019. | |
| Paper # | SP2018-94 | |
| Date of Issue | 2019-03-07 (EA, SIP, SP) | |
| ISSN | Print edition: ISSN 0913-5685 Online edition: ISSN 2432-6380 | |
| Copyright and reproduction |
All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034) | |
| Download PDF | EA2018-132 SIP2018-138 SP2018-94 |
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| Conference Information | |
| Committee | EA SIP SP |
| Conference Date | 2019-03-14 - 2019-03-15 |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | i+Land nagasaki (Nagasaki-shi) |
| Topics (in Japanese) | (See Japanese page) |
| Topics (in English) | Engineering/Electro Acoustics, Signal Processing, Speech, and Related Topics |
| Paper Information | |
| Registration To | SP |
| Conference Code | 2019-03-EA-SIP-SP |
| Language | Japanese |
| Title (in Japanese) | (See Japanese page) |
| Sub Title (in Japanese) | (See Japanese page) |
| Title (in English) | Likability Estimation Model Training of Call-center Agents Based on Annotators' Skills |
| Sub Title (in English) | |
| Keyword(1) | Likability |
| Keyword(2) | Call-center agent |
| Keyword(3) | Annotator |
| Keyword(4) | Neural Network |
| Keyword(5) | |
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| 1st Author's Name | Hosana Kamiyama |
| 1st Author's Affiliation | NTT Corporation (NTT) |
| 2nd Author's Name | Atsushi Ando |
| 2nd Author's Affiliation | NTT Corporation (NTT) |
| 3rd Author's Name | Ryo Masumura |
| 3rd Author's Affiliation | NTT Corporation (NTT) |
| 4th Author's Name | Satoshi Kobashikawa |
| 4th Author's Affiliation | NTT Corporation (NTT) |
| 5th Author's Name | Yushi Aono |
| 5th Author's Affiliation | NTT Corporation (NTT) |
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| Speaker | Author-1 |
| Date Time | 2019-03-15 10:50:00 |
| Presentation Time | 25 minutes |
| Registration for | SP |
| Paper # | EA2018-132, SIP2018-138, SP2018-94 |
| Volume (vol) | vol.118 |
| Number (no) | no.495(EA), no.496(SIP), no.497(SP) |
| Page | pp.197-202 |
| #Pages | 6 |
| Date of Issue | 2019-03-07 (EA, SIP, SP) |
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