Customer Satisfaction Estimation in Contact Center Calls Based on a Hierarchical Multi-Task Model.

This article presents a novel customer satisfaction (CS) estimation method that outputs both turn-level and call-level estimations simultaneously. Our key idea is to directly apply turn-level estimation results to call-level estimation and optimize them jointly; previous works treat both as being independent. Our proposal applies long short-term memory recurrent neural networks (LSTM-RNNs) to turn...