Papers by Xue-yong Fu
AI Coach Assist: An Automated Approach for Call Recommendation in Contact Centers for Agent Coaching (2023.acl-industry)
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| Challenge: | In recent years, the utilization of Artificial Intelligence (AI) in the contact center industry is on the rise. |
| Approach: | They present a transformer-based pairwise sentence classification model that analyzes call transcripts to determine which calls are most relevant for coaching purposes. |
| Outcome: | The proposed model can determine which calls are most relevant for coaching purposes based on quality assurance queries/questions asked by managers or supervisors . |
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. |