Balamurali A R


Summarizing Behaviours: An Experiment on the Annotation of Call-Centre Conversations
Morena Danieli | Balamurali A R | Evgeny Stepanov | Benoit Favre | Frederic Bechet | Giuseppe Riccardi
Proceedings of the Tenth International Conference on Language Resources and Evaluation (LREC'16)

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.