An emotional journey : detecting emotion trajectories in Dutch customer service dialogues
- Publication type
- C1
- Publication status
- Published
- Authors
- Labat, S., Hadifar, A., Demeester, T., & Hoste, V.
- Series
- Proceedings of the Eighth Workshop on Noisy User-generated Text (W-NUT 2022)
- Pagination
- 106-112
- Publisher
- Association for Computational Linguistics (ACL) (Gyeongju, Republic of Korea)
- Conference
- The Eighth Workshop on Noisy User-generated Text (W-NUT 2022) (Gyeongju, Republic of Korea)
- Download
- (.pdf)
- View in Biblio
- (externe link)
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.