@inproceedings{labat-etal-2022-emotional,
title = "An Emotional Journey: Detecting Emotion Trajectories in {D}utch Customer Service Dialogues",
author = "Labat, Sofie and
Hadifar, Amir and
Demeester, Thomas and
Hoste, Veronique",
booktitle = "Proceedings of the Eighth Workshop on Noisy User-generated Text (W-NUT 2022)",
month = oct,
year = "2022",
address = "Gyeongju, Republic of Korea",
publisher = "Association for Computational Linguistics",
url = "https://aclanthology.org/2022.wnut-1.12/",
pages = "106--112",
abstract = "The ability to track fine-grained emotions in customer service dialogues has many real-world applications, but has not been studied extensively. This paper measures the potential of prediction models on that task, based on a real-world dataset of Dutch Twitter conversations in the domain of customer service. We find that modeling emotion trajectories has a small, but measurable benefit compared to predictions based on isolated turns. The models used in our study are shown to generalize well to different companies and economic sectors."
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%0 Conference Proceedings
%T An Emotional Journey: Detecting Emotion Trajectories in Dutch Customer Service Dialogues
%A Labat, Sofie
%A Hadifar, Amir
%A Demeester, Thomas
%A Hoste, Veronique
%S Proceedings of the Eighth Workshop on Noisy User-generated Text (W-NUT 2022)
%D 2022
%8 October
%I Association for Computational Linguistics
%C Gyeongju, Republic of Korea
%F labat-etal-2022-emotional
%X The ability to track fine-grained emotions in customer service dialogues has many real-world applications, but has not been studied extensively. This paper measures the potential of prediction models on that task, based on a real-world dataset of Dutch Twitter conversations in the domain of customer service. We find that modeling emotion trajectories has a small, but measurable benefit compared to predictions based on isolated turns. The models used in our study are shown to generalize well to different companies and economic sectors.
%U https://aclanthology.org/2022.wnut-1.12/
%P 106-112
Markdown (Informal)
[An Emotional Journey: Detecting Emotion Trajectories in Dutch Customer Service Dialogues](https://aclanthology.org/2022.wnut-1.12/) (Labat et al., WNUT 2022)
ACL