@inproceedings{stock-etal-2022-assessment,
    title = "Assessment of Sales Negotiation Strategies with {ISO} 24617-2 Dialogue Act Annotations",
    author = "Stock, Jutta  and
      Petukhova, Volha  and
      Klakow, Dietrich",
    editor = "Bunt, Harry",
    booktitle = "Proceedings of the 18th Joint ACL - ISO Workshop on Interoperable Semantic Annotation within LREC2022",
    month = jun,
    year = "2022",
    address = "Marseille, France",
    publisher = "European Language Resources Association",
    url = "https://aclanthology.org/2022.isa-1.2",
    pages = "10--19",
    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.",
}