{"paper":{"title":"Speech Sentiment and Customer Satisfaction Estimation in Socialbot Conversations","license":"http://arxiv.org/licenses/nonexclusive-distrib/1.0/","headline":"","cross_cats":[],"primary_cat":"eess.AS","authors_text":"Joshua Levy, Yang Liu, Yelin Kim","submitted_at":"2020-08-27T21:34:53Z","abstract_excerpt":"For an interactive agent, such as task-oriented spoken dialog systems or chatbots, measuring and adapting to Customer Satisfaction (CSAT) is critical in order to understand user perception of an agent's behavior and increase user engagement and retention. However, an agent often relies on explicit customer feedback for measuring CSAT. Such explicit feedback may result in potential distraction to users and it can be challenging to capture continuously changing user's satisfaction. To address this challenge, we present a new approach to automatically estimate CSAT using acoustic and lexical info"},"claims":{"count":0,"items":[],"snapshot_sha256":"258153158e38e3291e3d48162225fcdb2d5a3ed65a07baac614ab91432fd4f57"},"source":{"id":"2008.12376","kind":"arxiv","version":1},"verdict":{"id":null,"model_set":{},"created_at":null,"strongest_claim":"","one_line_summary":"","pipeline_version":null,"weakest_assumption":"","pith_extraction_headline":""},"integrity":{"clean":true,"summary":{"advisory":0,"critical":0,"by_detector":{},"informational":0},"endpoint":"/pith/2008.12376/integrity.json","findings":[],"available":true,"detectors_run":[],"snapshot_sha256":"c28c3603d3b5d939e8dc4c7e95fa8dfce3d595e45f758748cecf8e644a296938"},"references":{"count":0,"sample":[],"resolved_work":0,"snapshot_sha256":"258153158e38e3291e3d48162225fcdb2d5a3ed65a07baac614ab91432fd4f57","internal_anchors":0},"formal_canon":{"evidence_count":0,"snapshot_sha256":"258153158e38e3291e3d48162225fcdb2d5a3ed65a07baac614ab91432fd4f57"},"author_claims":{"count":0,"strong_count":0,"snapshot_sha256":"258153158e38e3291e3d48162225fcdb2d5a3ed65a07baac614ab91432fd4f57"},"builder_version":"pith-number-builder-2026-05-17-v1"}