A review of natural language processing in contact centre automation

Contact centres have been highly valued by organizations for a long time. However, the COVID-19 pandemic has highlighted their critical importance in ensuring business continuity, economic activity, and quality customer support. The pandemic has led to an increase in customer inquiries related to payment extensions, cancellations, and stock inquiries, each with varying degrees of urgency. To address this challenge, organizations have taken the opportunity to re-evaluate the function of contact centres and explore innovative solutions. Next-generation platforms that incorporate machine learning techniques and natural language processing, such as self-service voice portals and chatbots, are being implemented to enhance customer service. These platforms offer robust features that equip customer agents with the necessary tools to provide exceptional customer support. Through an extensive review of existing literature, this paper aims to uncover research gaps and explore the advantages of transitioning to a contact centre that utilizes natural language solutions as the norm. Additionally, we will examine the major challenges faced by contact centre organizations and offer reco

Multiple Alternative Sentene Compressions as a Tool for Automatic Summarization Tasks

Automatic summarization is the distillation of important information from a source into an abridged form for a particular user or task. Many current systems summarize texts by selecting sentences with important content. The limitation of extraction at the sentence level is that highly relevant sentences may also contain non-relevant and redundant content. This thesis presents a novel framework for text summarization that addresses the limitations of sentence-level extraction. Under this framework text summarization is performed by generating Multiple Alternative Sentence Compressions (MASC) as candidate summary components and using weighted features of the candidates to construct summaries from them. Sentence compression is the rewriting of a sentence in a shorter form. This framework provides an environment in which hypotheses about summarization techniques can be tested. Three approaches to sentence compression were developed under this framework. The first approach, HMM Hedge, uses the Noisy Channel Model to calculate the most likely compressions of a sentence. The second approach, Trimmer, uses syntactic trimming rules that are linguistically motivated by Headlinese, a form of compressed English associated with newspaper headlines. The third approach, Topiary, is a combination of fluent text with topic terms. The MASC framework for automatic text summarization has been applied to the tasks of headline generation and multi-document summarization, and has been used for initial work in summarization of novel genres and applications, including broadcast news, email threads, cross-language, and structured queries. The framework supports combinations of component techniques, fostering collaboration between development teams. Three results will be demonstrated under the MASC framework. The first is that an extractive summarization system can produce better summaries by automatically selecting from a pool of compressed sentence candidates than by automatically selecting from unaltered source sentences. The second result is that sentence selectors can construct better summaries from pools of compressed candidates when they make use of larger candidate feature sets. The third result is that for the task of Headline Generation, a combination of topic terms and compressed sentences performs better then either approach alone. Experimental evidence supports all three results

A Review on Human-Computer Interaction and Intelligent Robots

In the field of artificial intelligence, human–computer interaction (HCI) technology and its related intelligent robot technologies are essential and interesting contents of research. From the perspective of software algorithm and hardware system, these above-mentioned technologies study and try to build a natural HCI environment. The purpose of this research is to provide an overview of HCI and intelligent robots. This research highlights the existing technologies of listening, speaking, reading, writing, and other senses, which are widely used in human interaction. Based on these same technologies, this research introduces some intelligent robot systems and platforms. This paper also forecasts some vital challenges of researching HCI and intelligent robots. The authors hope that this work will help researchers in the field to acquire the necessary information and technologies to further conduct more advanced research

A Survey on Semantic Processing Techniques

Semantic processing is a fundamental research domain in computational linguistics. In the era of powerful pre-trained language models and large language models, the advancement of research in this domain appears to be decelerating. However, the study of semantics is multi-dimensional in linguistics. The research depth and breadth of computational semantic processing can be largely improved with new technologies. In this survey, we analyzed five semantic processing tasks, e.g., word sense disambiguation, anaphora resolution, named entity recognition, concept extraction, and subjectivity detection. We study relevant theoretical research in these fields, advanced methods, and downstream applications. We connect the surveyed tasks with downstream applications because this may inspire future scholars to fuse these low-level semantic processing tasks with high-level natural language processing tasks. The review of theoretical research may also inspire new tasks and technologies in the semantic processing domain. Finally, we compare the different semantic processing techniques and summarize their technical trends, application trends, and future directions.Comment: Published at Information Fusion, Volume 101, 2024, 101988, ISSN 1566-2535. The equal contribution mark is missed in the published version due to the publication policies. Please contact Prof. Erik Cambria for detail

Automatic summarization of narrative video

The amount of digital video content available to users is rapidly increasing. Developments in computer, digital network, and storage technologies all contribute to broaden the offer of digital video. Only users’ attention and time remain scarce resources. Users face the problem of choosing the right content to watch among hundreds of potentially interesting offers. Video and audio have a dynamic nature: they cannot be properly perceived without considering their temporal dimension. This property makes it difficult to get a good idea of what a video item is about without watching it. Video previews aim at solving this issue by providing compact representations of video items that can help users making choices in massive content collections. This thesis is concerned with solving the problem of automatic creation of video previews. To allow fast and convenient content selection, a video preview should take into consideration more than thirty requirements that we have collected by analyzing related literature on video summarization and film production. The list has been completed with additional requirements elicited by interviewing end-users, experts and practitioners in the field of video editing and multimedia. This list represents our collection of user needs with respect to video previews. The requirements, presented from the point of view of the end-users, can be divided into seven categories: duration, continuity, priority, uniqueness, exclusion, structural, and temporal order. Duration requirements deal with the durations of the preview and its subparts. Continuity requirements request video previews to be as continuous as possible. Priority requirements indicate which content should be included in the preview to convey as much information as possible in the shortest time. Uniqueness requirements aim at maximizing the efficiency of the preview by minimizing redundancy. Exclusion requirements indicate which content should not be included in the preview. Structural requirements are concerned with the structural properties of video, while temporal order requirements set the order of the sequences included in the preview. Based on these requirements, we have introduced a formal model of video summarization specialized for the generation of video previews. The basic idea is to translate the requirements into score functions. Each score function is defined to have a non-positive value if a requirement is not met, and to increase depending on the degree of fulfillment of the requirement. A global objective function is then defined that combines all the score functions and the problem of generating a preview is translated into the problem of finding the parts of the initial content that maximize the objective function. Our solution approach is based on two main steps: preparation and selection. In the preparation step, the raw audiovisual data is analyzed and segmented into basic elements that are suitable for being included in a preview. The segmentation of the raw data is based on a shot-cut detection algorithm. In the selection step various content analysis algorithms are used to perform scene segmentation, advertisements detection and to extract numerical descriptors of the content that, introduced in the objective function, allow to estimate the quality of a video preview. The core part of the selection step is the optimization step that consists in searching the set of segments that maximizes the objective function in the space of all possible previews. Instead of solving the optimization problem exactly, an approximate solution is found by means of a local search algorithm using simulated annealing. We have performed a numerical evaluation of the quality of the solutions generated by our algorithm with respect to previews generated randomly or by selecting segments uniformly in time. The results on thirty content items have shown that the local search approach outperforms the other methods. However, based on this evaluation, we cannot conclude that the degree of fulfillment of the requirements achieved by our method satisfies the end-user needs completely. To validate our approach and assess end-user satisfaction, we conducted a user evaluation study in which we compared six aspects of previews generated using our algorithm to human-made previews and to previews generated by subsampling. The results have shown that previews generated using our optimization-based approach are not as good as manually made previews, but have higher quality than previews created using subsample. The differences between the previews are statistically significant

Word Importance Modeling to Enhance Captions Generated by Automatic Speech Recognition for Deaf and Hard of Hearing Users

People who are deaf or hard-of-hearing (DHH) benefit from sign-language interpreting or live-captioning (with a human transcriptionist), to access spoken information. However, such services are not legally required, affordable, nor available in many settings, e.g., impromptu small-group meetings in the workplace or online video content that has not been professionally captioned. As Automatic Speech Recognition (ASR) systems improve in accuracy and speed, it is natural to investigate the use of these systems to assist DHH users in a variety of tasks. But, ASR systems are still not perfect, especially in realistic conversational settings, leading to the issue of trust and acceptance of these systems from the DHH community. To overcome these challenges, our work focuses on: (1) building metrics for accurately evaluating the quality of automatic captioning systems, and (2) designing interventions for improving the usability of captions for DHH users. The first part of this dissertation describes our research on methods for identifying words that are important for understanding the meaning of a conversational turn within transcripts of spoken dialogue. Such knowledge about the relative importance of words in spoken messages can be used in evaluating ASR systems (in part 2 of this dissertation) or creating new applications for DHH users of captioned video (in part 3 of this dissertation). We found that models which consider both the acoustic properties of spoken words as well as text-based features (e.g., pre-trained word embeddings) are more effective at predicting the semantic importance of a word than models that utilize only one of these types of features. The second part of this dissertation describes studies to understand DHH users\u27 perception of the quality of ASR-generated captions; the goal of this work was to validate the design of automatic metrics for evaluating captions in real-time applications for these users. Such a metric could facilitate comparison of various ASR systems, for determining the suitability of specific ASR systems for supporting communication for DHH users. We designed experimental studies to elicit feedback on the quality of captions from DHH users, and we developed and evaluated automatic metrics for predicting the usability of automatically generated captions for these users. We found that metrics that consider the importance of each word in a text are more effective at predicting the usability of imperfect text captions than the traditional Word Error Rate (WER) metric. The final part of this dissertation describes research on importance-based highlighting of words in captions, as a way to enhance the usability of captions for DHH users. Similar to highlighting in static texts (e.g., textbooks or electronic documents), highlighting in captions involves changing the appearance of some texts in caption to enable readers to attend to the most important bits of information quickly. Despite the known benefits of highlighting in static texts, research on the usefulness of highlighting in captions for DHH users is largely unexplored. For this reason, we conducted experimental studies with DHH participants to understand the benefits of importance-based highlighting in captions, and their preference on different design configurations for highlighting in captions. We found that DHH users subjectively preferred highlighting in captions, and they reported higher readability and understandability scores and lower task-load scores when viewing videos with captions containing highlighting compared to the videos without highlighting. Further, in partial contrast to recommendations in prior research on highlighting in static texts (which had not been based on experimental studies with DHH users), we found that DHH participants preferred boldface, word-level, non-repeating highlighting in captions

Natural Language Processing: Emerging Neural Approaches and Applications

This Special Issue highlights the most recent research being carried out in the NLP field to discuss relative open issues, with a particular focus on both emerging approaches for language learning, understanding, production, and grounding interactively or autonomously from data in cognitive and neural systems, as well as on their potential or real applications in different domains