NDLI: Spontaneous speech and opinion detection: mining call-centre transcripts

Content Provider	Springer Nature Link
Author	Clavel, Chloé Adda, Gilles Cailliau, Frederik Garnier Rizet, Martine Cavet, Ariane Chapuis, Géraldine Courcius, Sandrine Danesi, Charlotte Daquo, Anne Laure Deldossi, Myrtille Guillemin Lanne, Sylvie Seizou, Marjorie Suignard, Philippe
Copyright Year	2013
Abstract	Opinion mining on conversational telephone speech tackles two challenges: the robustness of speech transcriptions and the relevance of opinion models. The two challenges are critical in an industrial context such as marketing. The paper addresses jointly these two issues by analyzing the influence of speech transcription errors on the detection of opinions and business concepts. We present both modules: the speech transcription system, which consists in a successful adaptation of a conversational speech transcription system to call-centre data and the information extraction module, which is based on a semantic modeling of business concepts, opinions and sentiments with complex linguistic rules. Three models of opinions are implemented based on the discourse theory, the appraisal theory and the marketers’ expertise, respectively. The influence of speech recognition errors on the information extraction module is evaluated by comparing its outputs on manual versus automatic transcripts. The F-scores obtained are 0.79 for business concepts detection, 0.74 for opinion detection and 0.67 for the extraction of relations between opinions and their target. This result and the in-depth analysis of the errors show the feasibility of opinion detection based on complex rules on call-centre transcripts.
Starting Page	1089
Ending Page	1125
Page Count	37
File Format	PDF
ISSN	1574020X
Journal	Computers and the Humanities
Volume Number	47
Issue Number	4
e-ISSN	15740218
Language	English
Publisher	Springer Netherlands
Publisher Date	2013-04-04
Publisher Place	Dordrecht
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Call-centre data Automatic speech recognition system Opinion detection Business concept detection Disfluency Computational Linguistics Computer Science Linguistics (general) Languages and Literature
Content Type	Text
Resource Type	Article
Subject	Education Library and Information Sciences Linguistics and Language

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

Validation of phonetic transcriptions in the context of automatic speech recognition

Automatic dialogue act recognition with syntactic features

A real time Named Entity Recognition system for Arabic text mining

Mandarin–English code-switching speech corpus in South-East Asia: SEAME

AGH corpus of Polish speech

Design, creation, and analysis of Czech corpora for structural metadata extraction from speech

Efficient data selection for ASR

Collecting and evaluating speech recognition corpora for 11 South African languages

Phonetically rich and balanced text and speech corpora for Arabic language

Spontaneous speech and opinion detection: mining call-centre transcripts

Similar Documents

Validation of phonetic transcriptions in the context of automatic speech recognition

Automatic dialogue act recognition with syntactic features

A real time Named Entity Recognition system for Arabic text mining

Mandarin–English code-switching speech corpus in South-East Asia: SEAME

AGH corpus of Polish speech

Design, creation, and analysis of Czech corpora for structural metadata extraction from speech

Efficient data selection for ASR

Collecting and evaluating speech recognition corpora for 11 South African languages

Phonetically rich and balanced text and speech corpora for Arabic language

Spontaneous speech and opinion detection: mining call-centre transcripts