@inproceedings{damnati-etal-2016-web,
title = "Web Chat Conversations from Contact Centers: a Descriptive Study",
author = "Damnati, G{\'e}raldine and
Guerraz, Aleksandra and
Charlet, Delphine",
editor = "Calzolari, Nicoletta and
Choukri, Khalid and
Declerck, Thierry and
Goggi, Sara and
Grobelnik, Marko and
Maegaard, Bente and
Mariani, Joseph and
Mazo, Helene and
Moreno, Asuncion and
Odijk, Jan and
Piperidis, Stelios",
booktitle = "Proceedings of the Tenth International Conference on Language Resources and Evaluation ({LREC}'16)",
month = may,
year = "2016",
address = "Portoro{\v{z}}, Slovenia",
publisher = "European Language Resources Association (ELRA)",
url = "https://aclanthology.org/L16-1319",
pages = "2017--2021",
abstract = "In this article we propose a descriptive study of a chat conversations corpus from an assistance contact center. Conversations are described from several view points, including interaction analysis, language deviation analysis and typographic expressivity marks analysis. We provide in particular a detailed analysis of language deviations that are encountered in our corpus of 230 conversations, corresponding to 6879 messages and 76839 words. These deviations may be challenging for further syntactic and semantic parsing. Analysis is performed with a distinction between Customer messages and Agent messages. On the overall only 4{\%} of the observed words are misspelled but 26{\%} of the messages contain at least one erroneous word (rising to 40{\%} when focused on Customer messages). Transcriptions of telephone conversations from an assistance call center are also studied, allowing comparisons between these two interaction modes to be drawn. The study reveals significant differences in terms of conversation flow, with an increased efficiency for chat conversations in spite of longer temporal span.",
}
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%0 Conference Proceedings
%T Web Chat Conversations from Contact Centers: a Descriptive Study
%A Damnati, Géraldine
%A Guerraz, Aleksandra
%A Charlet, Delphine
%Y Calzolari, Nicoletta
%Y Choukri, Khalid
%Y Declerck, Thierry
%Y Goggi, Sara
%Y Grobelnik, Marko
%Y Maegaard, Bente
%Y Mariani, Joseph
%Y Mazo, Helene
%Y Moreno, Asuncion
%Y Odijk, Jan
%Y Piperidis, Stelios
%S Proceedings of the Tenth International Conference on Language Resources and Evaluation (LREC’16)
%D 2016
%8 May
%I European Language Resources Association (ELRA)
%C Portorož, Slovenia
%F damnati-etal-2016-web
%X In this article we propose a descriptive study of a chat conversations corpus from an assistance contact center. Conversations are described from several view points, including interaction analysis, language deviation analysis and typographic expressivity marks analysis. We provide in particular a detailed analysis of language deviations that are encountered in our corpus of 230 conversations, corresponding to 6879 messages and 76839 words. These deviations may be challenging for further syntactic and semantic parsing. Analysis is performed with a distinction between Customer messages and Agent messages. On the overall only 4% of the observed words are misspelled but 26% of the messages contain at least one erroneous word (rising to 40% when focused on Customer messages). Transcriptions of telephone conversations from an assistance call center are also studied, allowing comparisons between these two interaction modes to be drawn. The study reveals significant differences in terms of conversation flow, with an increased efficiency for chat conversations in spite of longer temporal span.
%U https://aclanthology.org/L16-1319
%P 2017-2021
Markdown (Informal)
[Web Chat Conversations from Contact Centers: a Descriptive Study](https://aclanthology.org/L16-1319) (Damnati et al., LREC 2016)
ACL