@inproceedings{stock-etal-2022-assessment,
title = "Assessment of Sales Negotiation Strategies with {ISO} 24617-2 Dialogue Act Annotations",
author = "Stock, Jutta and
Petukhova, Volha and
Klakow, Dietrich",
editor = "Bunt, Harry",
booktitle = "Proceedings of the 18th Joint ACL - ISO Workshop on Interoperable Semantic Annotation within LREC2022",
month = jun,
year = "2022",
address = "Marseille, France",
publisher = "European Language Resources Association",
url = "https://aclanthology.org/2022.isa-1.2",
pages = "10--19",
abstract = "Call centres endeavour to achieve the highest possible level of transparency with regard to the factors influencing sales success. Existing approaches to the quality assessment of customer-agent sales negotiations do not enable in-depths analysis of sales behaviour. This study addresses this gap and presents a conceptual and operational framework applying the ISO 24617-2 dialogue act annotation scheme, a multidimensional taxonomy of interoperable semantic concepts. We hypothesise that the ISO 24617-2 dialogue act annotation framework adequately supports sales negotiation assessment in the domain of call centre conversations. Authentic call centre conversations are annotated and a range of extensions/modifications are proposed making the annotation scheme better fit this new domain. We concluded that ISO 24617-2 serves as a powerful instrument for the analysis and assessment of sales negotiation and strategies applied by a call centre agent.",
}
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<abstract>Call centres endeavour to achieve the highest possible level of transparency with regard to the factors influencing sales success. Existing approaches to the quality assessment of customer-agent sales negotiations do not enable in-depths analysis of sales behaviour. This study addresses this gap and presents a conceptual and operational framework applying the ISO 24617-2 dialogue act annotation scheme, a multidimensional taxonomy of interoperable semantic concepts. We hypothesise that the ISO 24617-2 dialogue act annotation framework adequately supports sales negotiation assessment in the domain of call centre conversations. Authentic call centre conversations are annotated and a range of extensions/modifications are proposed making the annotation scheme better fit this new domain. We concluded that ISO 24617-2 serves as a powerful instrument for the analysis and assessment of sales negotiation and strategies applied by a call centre agent.</abstract>
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%0 Conference Proceedings
%T Assessment of Sales Negotiation Strategies with ISO 24617-2 Dialogue Act Annotations
%A Stock, Jutta
%A Petukhova, Volha
%A Klakow, Dietrich
%Y Bunt, Harry
%S Proceedings of the 18th Joint ACL - ISO Workshop on Interoperable Semantic Annotation within LREC2022
%D 2022
%8 June
%I European Language Resources Association
%C Marseille, France
%F stock-etal-2022-assessment
%X Call centres endeavour to achieve the highest possible level of transparency with regard to the factors influencing sales success. Existing approaches to the quality assessment of customer-agent sales negotiations do not enable in-depths analysis of sales behaviour. This study addresses this gap and presents a conceptual and operational framework applying the ISO 24617-2 dialogue act annotation scheme, a multidimensional taxonomy of interoperable semantic concepts. We hypothesise that the ISO 24617-2 dialogue act annotation framework adequately supports sales negotiation assessment in the domain of call centre conversations. Authentic call centre conversations are annotated and a range of extensions/modifications are proposed making the annotation scheme better fit this new domain. We concluded that ISO 24617-2 serves as a powerful instrument for the analysis and assessment of sales negotiation and strategies applied by a call centre agent.
%U https://aclanthology.org/2022.isa-1.2
%P 10-19
Markdown (Informal)
[Assessment of Sales Negotiation Strategies with ISO 24617-2 Dialogue Act Annotations](https://aclanthology.org/2022.isa-1.2) (Stock et al., ISA 2022)
ACL