Title:
SATISFACTION DEGREE ESTIMATION MODEL ADAPTATION DEVICE, SATISFACTION DEGREE ESTIMATION DEVICE, METHODS FOR SAME, AND PROGRAM
Document Type and Number:
WIPO Patent Application WO/2022/097204
Kind Code:
A1
Abstract:
The present invention reduces a model adaptation cost for a satisfaction degree estimation model. A pre-adaptation model storage unit (14) stores a satisfaction degree estimation model in which an utterance satisfaction degree estimation model part that receives an input of feature amounts for each utterance and estimates an utterance satisfaction degree for each utterance is connected to a dialogue satisfaction degree estimation model part that receives an input of at least the utterance satisfaction degree for each utterance and estimates a dialogue satisfaction degree. An adaptation data storage unit (15) stores adaptation data composed of dialogue speech containing dialogues composed of a plurality of utterances and a correct answer value of a dialogue satisfaction degree for the dialogues. A model adaptation unit (18) fixes parameters of the dialogue satisfaction degree estimation model part and updates parameters of the utterance satisfaction degree estimation model part by using the feature amounts for each utterance extracted from the dialogue speech and the correct answer value of the dialogue satisfaction degree.
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Inventors:
ANDO ATSUSHI (JP)
KAMIYAMA HOSANA (JP)
MORI TAKESHI (JP)
KOBASHIKAWA SATOSHI (JP)
KAMIYAMA HOSANA (JP)
MORI TAKESHI (JP)
KOBASHIKAWA SATOSHI (JP)
Application Number:
PCT/JP2020/041214
Publication Date:
May 12, 2022
Filing Date:
November 04, 2020
Export Citation:
Assignee:
NIPPON TELEGRAPH & TELEPHONE (JP)
International Classes:
G10L15/10; G10L25/30; G10L25/63
Domestic Patent References:
| WO2019017462A1 | 2019-01-24 | |||
| WO2014069076A1 | 2014-05-08 |
Foreign References:
| JP2011210133A | 2011-10-20 | |||
| JP2007286377A | 2007-11-01 |
Other References:
ANDO, ATSUSHI ET AL.: "Examination on domain adaptation in the estimation of contact center customer satisfaction", LECTURE PROCEEDINGS OF 2019 AUTUMN RESEARCH CONFERENCE OF THE ACOUSTICAL SOCIETY OF JAPAN, 21 August 2019 (2019-08-21)
ANDO, ATSUSHI ET AL.: "Examination on customer satisfaction estimation for calls of the contact center", LECTURE PROCEEDINGS OF 2017 SPRING RESEARCH CONFERENCE OF THE ACOUSTICAL SOCIETY OF JAPAN, 1 March 2017 (2017-03-01), pages 145 - 146
ANDO, ATSUSHI ET AL.: "Examination on customer satisfaction estimation for calls of the contact center", LECTURE PROCEEDINGS OF 2017 SPRING RESEARCH CONFERENCE OF THE ACOUSTICAL SOCIETY OF JAPAN, 1 March 2017 (2017-03-01), pages 145 - 146
Attorney, Agent or Firm:
NAKAO, Naoki et al. (JP)
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