Annotating and predicting behavioural aspects in conversations is becoming critical in the conversational analytics industry. In this paper we look into inter-annotator agreement of agent behaviour dimensions on two call center corpora. We find that the task can be annotated consistently over time, but that subjectivity issues impacts the quality of the annotation. The reformulation of some of the annotated dimensions is suggested in order to improve agreement.
@InProceedings{DANIELI16.788,
author = {Morena Danieli and Balamurali A R and Evgeny Stepanov and Benoit Favre and Frederic Bechet and Giuseppe Riccardi}, title = {Summarizing Behaviours: An Experiment on the Annotation of Call-Centre Conversations}, booktitle = {Proceedings of the Tenth International Conference on Language Resources and Evaluation (LREC 2016)}, year = {2016}, month = {may}, date = {23-28}, location = {Portorož, Slovenia}, editor = {Nicoletta Calzolari (Conference Chair) and Khalid Choukri and Thierry Declerck and Sara Goggi and Marko Grobelnik and Bente Maegaard and Joseph Mariani and Helene Mazo and Asuncion Moreno and Jan Odijk and Stelios Piperidis}, publisher = {European Language Resources Association (ELRA)}, address = {Paris, France}, isbn = {978-2-9517408-9-1}, language = {english} }
Summary of the paper