| Presentation | 2019-03-15 Likability Estimation Model Training of Call-center Agents Based on Annotators' Skills Hosana Kamiyama, Atsushi Ando, Ryo Masumura, Satoshi Kobashikawa, Yushi Aono, |
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| PDF Download Page |  PDF download Page Link |
| Abstract(in Japanese) | (See Japanese page) |
| Abstract(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. |
| Keyword(in Japanese) | (See Japanese page) |
| Keyword(in English) | Likability / Call-center agent / Annotator / Neural Network |
| Paper # | EA2018-132,SIP2018-138,SP2018-94 |
| Date of Issue | 2019-03-07 (EA, SIP, SP) |
| Conference Information | |
| Committee | EA / SIP / SP |
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| Conference Date | 2019/3/14(2days) |
| 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 |
| Chair | Suehiro Shimauchi(Kanazawa Inst. of Tech.) / Shogo Muramatsu(Niigata Univ.) / Yoichi Yamashita(Ritsumeikan Univ.) |
| Vice Chair | Kenichi Furuya(Oita Univ.) / Kanji Watanabe(Akita Pref. Univ.) / Naoyuki Aikawa(TUS) / Kazunori Hayashi(Osaka City Univ) / Akinobu Ri(Nagoya Inst. of Tech.) |
| Secretary | Kenichi Furuya(Shizuoka Inst. of Science and Tech.) / Kanji Watanabe(NHK) / Naoyuki Aikawa(Takushoku Univ.) / Kazunori Hayashi(Hiroshima Univ.) / Akinobu Ri(Kyoto Univ.) |
| Assistant | Keisuke Imoto(Ritsumeikan Univ.) / Daisuke Morikawa(Toyama Pref Univ.) / Katsumi Konishi(Hosei Univ.) / hyihsin(Takushoku Univ.) / Tomoki Koriyama(Tokyo Inst. of Tech.) / Satoshi Kobashikawa(NTT) |
| Paper Information | |
| Registration To | Technical Committee on Engineering Acoustics / Technical Committee on Signal Processing / Technical Committee on Speech |
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| Language | JPN |
| 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) | |
| 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) |
| Date | 2019-03-15 |
| Paper # | EA2018-132,SIP2018-138,SP2018-94 |
| Volume (vol) | vol.118 |
| Number (no) | EA-495,SIP-496,SP-497 |
| Page | pp.pp.197-202(EA), pp.197-202(SIP), pp.197-202(SP), |
| #Pages | 6 |
| Date of Issue | 2019-03-07 (EA, SIP, SP) |