Can we predict self-reported customer satisfaction from interactions ?

Autor: Delphine Charlet, Jeremy Auguste, Géraldine Damnati, Frédéric Béchet, Benoit Favre

Publikováno v: International Conference on Acoustics, Speech and Signal Processing
International Conference on Acoustics, Speech and Signal Processing, May 2019, Brighton, United Kingdom
ICASSP 2019-2019 IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP)
2019 IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP)
2019 IEEE International Conference on Acoustics, Speech and Signal Processing (ICASSP), May 2019, Brighton, United Kingdom. ⟨10.1109/ICASSP.2019.8683896⟩
ICASSP

International audience; In the context of contact centers, customers' satisfaction after a conversation with an agent is a critical issue which has to be collected in order to detect problems and improve quality of service. Automatically predicting c

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::b98b5a45de296c73835e81e9a96f3443
https://hal.archives-ouvertes.fr/hal-02134252/document