Abstract
Call centres endeavour to achieve the highest possible level of transparency with regard to the factors influencing sales success. Existing approaches to the quality assessment of customer-agent sales negotiations do not enable in-depths analysis of sales behaviour. This study addresses this gap and presents a conceptual and operational framework applying the ISO 24617-2 dialogue act annotation scheme, a multidimensional taxonomy of interoperable semantic concepts. We hypothesise that the ISO 24617-2 dialogue act annotation framework adequately supports sales negotiation assessment in the domain of call centre conversations. Authentic call centre conversations are annotated and a range of extensions/modifications are proposed making the annotation scheme better fit this new domain. We concluded that ISO 24617-2 serves as a powerful instrument for the analysis and assessment of sales negotiation and strategies applied by a call centre agent.- Anthology ID:
- 2022.isa-1.2
- Volume:
- Proceedings of the 18th Joint ACL - ISO Workshop on Interoperable Semantic Annotation within LREC2022
- Month:
- June
- Year:
- 2022
- Address:
- Marseille, France
- Venue:
- ISA
- SIG:
- Publisher:
- European Language Resources Association
- Note:
- Pages:
- 10–19
- Language:
- URL:
- https://aclanthology.org/2022.isa-1.2
- DOI:
- Cite (ACL):
- Jutta Stock, Volha Petukhova, and Dietrich Klakow. 2022. Assessment of Sales Negotiation Strategies with ISO 24617-2 Dialogue Act Annotations. In Proceedings of the 18th Joint ACL - ISO Workshop on Interoperable Semantic Annotation within LREC2022, pages 10–19, Marseille, France. European Language Resources Association.
- Cite (Informal):
- Assessment of Sales Negotiation Strategies with ISO 24617-2 Dialogue Act Annotations (Stock et al., ISA 2022)
- PDF:
- https://preview.aclanthology.org/auto-file-uploads/2022.isa-1.2.pdf