Wyniki wyszukiwania - BazTech

Ograniczanie wyników

1 Annals of Computer Science and Information Systems

1 2020

Znaleziono wyników: 1

Liczba wyników na stronie

Wyniki wyszukiwania

Sortuj według:

Ogranicz wyniki do:

Measuring the Polarity of Conversations between Chatbots and Humans: A Use Case in the Banking Sector

Le Noé-Bienvenu Guillaume, Nouvel Damien, Mostefa Djamel

Annals of Computer Science and Information Systems

2020

Vol. 21

193--198

This paper describes a study on opinion analysis applied to both human to chatbot conversations, but also to human to human conversations using data coming from the banking sector. A polarity classifier SVM model applied to conversations provides insights and visualisations of the satisfaction of users at a given time and its evolution. We conducted a study on the evolution of the opinion on the conversations started with the chatbot and then transferred to a human agent. This work illustrates how opinion analysis techniques can be applied to improve the user experience of the customers but also detect topics that generate frustrations with a chatbot or with human experts.