@inproceedings{stock-etal-2024-annotating,
    title = "Annotating Customer-Oriented Behaviour in Call Centre Sales Dialogues",
    author = "Stock, Jutta  and
      Petukhova, Volha  and
      Klakow, Dietrich",
    editor = "Calzolari, Nicoletta  and
      Kan, Min-Yen  and
      Hoste, Veronique  and
      Lenci, Alessandro  and
      Sakti, Sakriani  and
      Xue, Nianwen",
    booktitle = "Proceedings of the 2024 Joint International Conference on Computational Linguistics, Language Resources and Evaluation (LREC-COLING 2024)",
    month = may,
    year = "2024",
    address = "Torino, Italia",
    publisher = "ELRA and ICCL",
    url = "https://aclanthology.org/2024.lrec-main.107",
    pages = "1197--1208",
    abstract = "Customer-oriented behaviour (COB) plays an important role in call centre interactions, particularly in the context of successful sales negotiation. However, the evaluation of COB in customer-agent conversations often lacks clarity in its definition and robust computational assessment methods. This paper addresses these challenges by presenting a comprehensive conceptual and empirical framework. We conducted multidimensional dialogue act annotations on authentic call centre interactions using the ISO 24617-2 taxonomy, capturing the multifaceted nature of these interactions. This process led to the identification of relevant dialogue act categories, proposed extensions concerning relationship-building aspects, and derived corpus statistics. The findings highlight specific facets of COB that positively impact on Customer Satisfaction (CS), as determined through correlation analysis. Additionally, we delved into the dependencies between COB and feedback acts, leveraging the hierarchical structure of the DIT++ model. This framework improves our understanding of the dynamics shaping sales strategies in call centres and holds promise for practical applications in optimising customer-agent interactions.",
}

Customer-oriented behaviour (COB) plays an important role in call centre interactions, particularly in the context of successful sales negotiation. However, the evaluation of COB in customer-agent conversations often lacks clarity in its definition and robust computational assessment methods. This paper addresses these challenges by presenting a comprehensive conceptual and empirical framework. We conducted multidimensional dialogue act annotations on authentic call centre interactions using the ISO 24617-2 taxonomy, capturing the multifaceted nature of these interactions. This process led to the identification of relevant dialogue act categories, proposed extensions concerning relationship-building aspects, and derived corpus statistics. The findings highlight specific facets of COB that positively impact on Customer Satisfaction (CS), as determined through correlation analysis. Additionally, we delved into the dependencies between COB and feedback acts, leveraging the hierarchical structure of the DIT++ model. This framework improves our understanding of the dynamics shaping sales strategies in call centres and holds promise for practical applications in optimising customer-agent interactions.
Stock, Jutta Petukhova, Volha Klakow, Dietrich
Annotating Customer-Oriented Behaviour in Call Centre Sales Dialogues