Machine Understanding of Human Behavior

A widely accepted prediction is that computing will move to the background, weaving itself into the fabric of our everyday living spaces and projecting the human user into the foreground. If this prediction is to come true, then next generation computing, which we will call human computing, should be about anticipatory user interfaces that should be human-centered, built for humans based on human models. They should transcend the traditional keyboard and mouse to include natural, human-like interactive functions including understanding and emulating certain human behaviors such as affective and social signaling. This article discusses a number of components of human behavior, how they might be integrated into computers, and how far we are from realizing the front end of human computing, that is, how far are we from enabling computers to understand human behavior

Affective games:a multimodal classification system

Affective gaming is a relatively new field of research that exploits human emotions to influence gameplay for an enhanced player experience. Changes in player’s psychology reflect on their behaviour and physiology, hence recognition of such variation is a core element in affective games. Complementary sources of affect offer more reliable recognition, especially in contexts where one modality is partial or unavailable. As a multimodal recognition system, affect-aware games are subject to the practical difficulties met by traditional trained classifiers. In addition, inherited game-related challenges in terms of data collection and performance arise while attempting to sustain an acceptable level of immersion. Most existing scenarios employ sensors that offer limited freedom of movement resulting in less realistic experiences. Recent advances now offer technology that allows players to communicate more freely and naturally with the game, and furthermore, control it without the use of input devices. However, the affective game industry is still in its infancy and definitely needs to catch up with the current life-like level of adaptation provided by graphics and animation

"How May I Help You?": Modeling Twitter Customer Service Conversations Using Fine-Grained Dialogue Acts

Given the increasing popularity of customer service dialogue on Twitter, analysis of conversation data is essential to understand trends in customer and agent behavior for the purpose of automating customer service interactions. In this work, we develop a novel taxonomy of fine-grained "dialogue acts" frequently observed in customer service, showcasing acts that are more suited to the domain than the more generic existing taxonomies. Using a sequential SVM-HMM model, we model conversation flow, predicting the dialogue act of a given turn in real-time. We characterize differences between customer and agent behavior in Twitter customer service conversations, and investigate the effect of testing our system on different customer service industries. Finally, we use a data-driven approach to predict important conversation outcomes: customer satisfaction, customer frustration, and overall problem resolution. We show that the type and location of certain dialogue acts in a conversation have a significant effect on the probability of desirable and undesirable outcomes, and present actionable rules based on our findings. The patterns and rules we derive can be used as guidelines for outcome-driven automated customer service platforms.Comment: 13 pages, 6 figures, IUI 201

Exploring pause fillers in conversational speech for forensic phonetics: findings in a Spanish cohort including twins

Pause fillers occur naturally during conversational speech, and have recently generated interest in their use for forensic applications. We extracted pause fillers from conversational speech from 54 speakers, including twins, whose voices are often perceptually similar. Overall 872 tokens of the sound [e:] were extracted (7-33 tokens per speaker), and objectively characterised using 315 acoustic measures. We used a Random Forest (RF) classifier and tested its performance using a leaveone- sample-out scheme to obtain probabilistic estimates of binary class membership denoting whether a query token belongs to a speaker. We report results using the Receiver Operating Characteristic (ROC) curve, and computing the Area Under the Curve (AUC). When the RF was presented with at least 20 tokens in the training phase for each of the two classes, we observed AUC in the range 0.71-0.98. These findings have important implications in the potential of pause fillers as an additional objective tool in forensic speaker verification