Papers by Pooja Hiranandani
Developing a Production System for Purpose of Call Detection in Business Phone Conversations (2022.naacl-industry)
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| Challenge: | a commercial system detects Purpose of Call statements in call transcripts . the model is based on a set of rules and a neural model . |
| Approach: | They propose a system to detect Purpose of Call statements in English business call transcripts in real time. |
| Outcome: | The proposed model achieves 88.6 F1 on average in various types of business calls and has low inference time. |
Entity-level Sentiment Analysis in Contact Center Telephone Conversations (2022.emnlp-industry)
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Xue-yong Fu, Cheng Chen, Md Tahmid Rahman Laskar, Shayna Gardiner, Pooja Hiranandani, Shashi Bhushan Tn
| Challenge: | Entity-level sentiment analysis is useful in a business context to understand user emotions towards certain entities. |
| Approach: | They propose to use a model that predicts the sentiment about entities mentioned in a given text to build an entity-level sentiment analysis system that analyzes English telephone conversation transcripts. |
| Outcome: | The proposed system analyzes English telephone conversation transcripts to provide business insight. |