Regression Model for Politeness Estimation Trained on Examples
نویسندگان
چکیده
Automatic assessment of subjective characteristics of customers like politeness, satisfaction or competence could provide services companies with information needful for improving service quality. In this work, we construct a regression model for politeness estimation of customers, which uses a) set of linguistic indicators and b) manual estimations of expert(s). We apply the suggested methodology for processing dialogues of passengers with directory inquires of Barcelona railway station. All linguistic indicators are proved to be statistically significant with a level of confidence equal to 5%. The constructed model is tested on independent data set and demonstrates good concordance with expert opinions. Key-expressions: politeness estimation, regression model
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