Many different approaches for estimating the Interaction Quality (IQ) of Spoken Dialogue Systems have been investigated. While dialogues clearly have a sequential nature, statistical classification approaches designed for sequential problems do not seem to work better on automatic IQ estimation than static approaches, i.e., regarding each turn as being independent of the corresponding dialogue. Hence, we analyse this effect by investigating the subset of temporal features used as input for statistical classification of IQ. We extend the set of temporal features to contain the system and the user view. We determine the contribution of each feature sub-group showing that temporal features contribute most to the classification performance. Furthermore, for the feature sub-group modeling the temporal effects with a window, we modify the window size increasing the overall performance significantly by +15.69 .
Numerous work on predicting User Satisfaction as a single-valued rating task for each system-user-exchange has been performed using both static and sequential approaches. @cite_4 derived turn level ratings from an overall score applied by the users after the dialogue. Using n-gram models reflecting the dialogue history, the estimation results for US on a 5 point scale showed to be hardly above chance.
@cite_4
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In this paper, we propose an estimation method of user satisfaction for a spoken dialog system using an N-gram-based dialog history model. We have collected a large amount of spoken dialog data accompanied by usability evaluation scores by users in real environments. The database is made by a field-test in which naive users used a client-server music retrieval system with a spoken dialog interface on their own PCs. An N-gram model is trained from the sequences that consist of users’ dialog acts and or the system’s dialog acts for each one of six user satisfaction levels: from 1 to 5 and φ (task not completed). Then, the satisfaction level is estimated based on the N-gram likelihood. Experiments were conducted on the large real data and the results show that our proposed method achieved good classification performance; the classification accuracy was 94.7 in the experiment on a classification into dialogs with task completion and those without task completion. Even if the classifier detected all of the task incomplete dialog correctly, our proposed method achieved the false detection rate of only 6 .