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Low Level Cues to Emotion

Low Level Cues to Emotion. Julia Hirschberg CS 4995/6998. Liscombe et al ’05a. Domain: Phone account information, How May I Help You? system Motivation Improve customer satisfaction Emotions examined: Negative, non-negative (collapsed from 7 classes) Corpus: 5690 dialogs, 20,013 user turns

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Low Level Cues to Emotion

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  1. Low Level Cues to Emotion Julia Hirschberg CS 4995/6998

  2. Liscombe et al ’05a • Domain: Phone account information, How May I Help You? system • Motivation Improve customer satisfaction • Emotions examined: Negative, non-negative (collapsed from 7 classes) • Corpus: 5690 dialogs, 20,013 user turns • Training-test split: 75% - 25% • ML method: BoostTexter, combines multiple weak classifiers

  3. ~80 Features • Lexical: bag of words from transcripts 1,2,3grams • Prosodic: • Energy min, max, median, s.d., • F0 min, max, median, s.d., mean slope • Ratio of voiced frames to total (rate) • Slope after final vowel (turn-final pitch contour) • Mean F0 and energy over longest normalized vowel (accent) • Syllables per second (rate) • mean vowel length • percent internal silence (hesitation) • Local jitter over longest normalized vowel (VQ)

  4. Results • Baseline 73.1% (majority) • Lexical + prosodic features 76.1% • Lexical + prosodic + dialog act features 77.0% • Lexical + prosodic + dialog act + context 79.0%

  5. Dialogue Act (DA) of current turn • Context: • Change in value of prosodic features from n-1 to n and n to n+1 • Bag of words from two previous turns • Edit difference between n-1 and n, n and n-2 • DAs of n-1 and n-2 • DAs of system prompts eliciting n and n-1 • Hand-labeled emotion of n-1 and n-2

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