Anchorage: Visual Analysis of Satisfaction in Customer Service Videos via Anchor Events

Delivering customer services through video communications has brought new opportunities to analyze customer satisfaction for quality management. However, due to the lack of reliable self-reported responses, service providers are troubled by the inadequate estimation of customer services and the tedious investigation into multimodal video recordings. We introduce Anchorage, a visual analytics system to evaluate customer satisfaction by summarizing multimodal behavioral features in customer service videos and revealing abnormal operations in the service process. We leverage the semantically meaningful operations to introduce structured event understanding into videos which help service providers quickly navigate to events of their interest. Anchorage supports a comprehensive evaluation of customer satisfaction from the service and operation levels and efficient analysis of customer behavioral dynamics via multifaceted visualization views. We extensively evaluate Anchorage through a case study and a carefully-designed user study. The results demonstrate its effectiveness and usability in assessing customer satisfaction using customer service videos. We found that introducing event contexts in assessing customer satisfaction can enhance its performance without compromising annotation precision. Our approach can be adapted in situations where unlabelled and unstructured videos are collected along with sequential records.Comment: 13 pages. A preprint version of a publication at IEEE Transactions on Visualization and Computer Graphics (TVCG), 202

M2Lens: Visualizing and explaining multimodal models for sentiment analysis

Multimodal sentiment analysis aims to recognize people's attitudes from multiple communication channels such as verbal content (i.e., text), voice, and facial expressions. It has become a vibrant and important research topic in natural language processing. Much research focuses on modeling the complex intra- and inter-modal interactions between different communication channels. However, current multimodal models with strong performance are often deep-learning-based techniques and work like black boxes. It is not clear how models utilize multimodal information for sentiment predictions. Despite recent advances in techniques for enhancing the explainability of machine learning models, they often target unimodal scenarios (e.g., images, sentences), and little research has been done on explaining multimodal models. In this paper, we present an interactive visual analytics system, M2Lens, to visualize and explain multimodal models for sentiment analysis. M2Lens provides explanations on intra- and inter-modal interactions at the global, subset, and local levels. Specifically, it summarizes the influence of three typical interaction types (i.e., dominance, complement, and conflict) on the model predictions. Moreover, M2Lens identifies frequent and influential multimodal features and supports the multi-faceted exploration of model behaviors from language, acoustic, and visual modalities. Through two case studies and expert interviews, we demonstrate our system can help users gain deep insights into the multimodal models for sentiment analysis.Comment: 11 pages, 7 figures. This paper is accepted by IEEE VIS, 2021. To appear in IEEE Transactions on Visualization and Computer Graphics (TVCG