{"id":"https://openalex.org/W2999269393","doi":"https://doi.org/10.1109/taslp.2020.2966857","title":"Customer Satisfaction Estimation in Contact Center Calls Based on a Hierarchical Multi-Task Model","display_name":"Customer Satisfaction Estimation in Contact Center Calls Based on a Hierarchical Multi-Task Model","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W2999269393","doi":"https://doi.org/10.1109/taslp.2020.2966857","mag":"2999269393"},"language":"en","primary_location":{"id":"doi:10.1109/taslp.2020.2966857","is_oa":false,"landing_page_url":"https://doi.org/10.1109/taslp.2020.2966857","pdf_url":null,"source":{"id":"https://openalex.org/S4210169297","display_name":"IEEE/ACM Transactions on Audio Speech and Language Processing","issn_l":"2329-9290","issn":["2329-9290","2329-9304"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE/ACM Transactions on Audio, Speech, and Language Processing","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5061074419","display_name":"Atsushi Ando","orcid":"https://orcid.org/0000-0002-3971-0654"},"institutions":[{"id":"https://openalex.org/I2251713219","display_name":"NTT (Japan)","ror":"https://ror.org/00berct97","country_code":"JP","type":"company","lineage":["https://openalex.org/I2251713219"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Atsushi Ando","raw_affiliation_strings":["NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan"],"raw_orcid":"https://orcid.org/0000-0002-3971-0654","affiliations":[{"raw_affiliation_string":"NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan","institution_ids":["https://openalex.org/I2251713219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5060644399","display_name":"Ryo Masumura","orcid":"https://orcid.org/0000-0002-2415-4149"},"institutions":[{"id":"https://openalex.org/I2251713219","display_name":"NTT (Japan)","ror":"https://ror.org/00berct97","country_code":"JP","type":"company","lineage":["https://openalex.org/I2251713219"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Ryo Masumura","raw_affiliation_strings":["NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan","institution_ids":["https://openalex.org/I2251713219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5043775847","display_name":"Hosana Kamiyama","orcid":null},"institutions":[{"id":"https://openalex.org/I2251713219","display_name":"NTT (Japan)","ror":"https://ror.org/00berct97","country_code":"JP","type":"company","lineage":["https://openalex.org/I2251713219"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Hosana Kamiyama","raw_affiliation_strings":["NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan","institution_ids":["https://openalex.org/I2251713219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5024724493","display_name":"Satoshi Kobashikawa","orcid":null},"institutions":[{"id":"https://openalex.org/I2251713219","display_name":"NTT (Japan)","ror":"https://ror.org/00berct97","country_code":"JP","type":"company","lineage":["https://openalex.org/I2251713219"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Satoshi Kobashikawa","raw_affiliation_strings":["NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan","institution_ids":["https://openalex.org/I2251713219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5067237053","display_name":"Yushi Aono","orcid":null},"institutions":[{"id":"https://openalex.org/I2251713219","display_name":"NTT (Japan)","ror":"https://ror.org/00berct97","country_code":"JP","type":"company","lineage":["https://openalex.org/I2251713219"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Yushi Aono","raw_affiliation_strings":["NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan","institution_ids":["https://openalex.org/I2251713219"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5078330211","display_name":"Tomoki Toda","orcid":"https://orcid.org/0000-0001-8146-1279"},"institutions":[{"id":"https://openalex.org/I2251713219","display_name":"NTT (Japan)","ror":"https://ror.org/00berct97","country_code":"JP","type":"company","lineage":["https://openalex.org/I2251713219"]},{"id":"https://openalex.org/I60134161","display_name":"Nagoya University","ror":"https://ror.org/04chrp450","country_code":"JP","type":"education","lineage":["https://openalex.org/I60134161"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Tomoki Toda","raw_affiliation_strings":["Information Technology Center, Nagoya University, Nagoya, Japan","NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Information Technology Center, Nagoya University, Nagoya, Japan","institution_ids":["https://openalex.org/I60134161"]},{"raw_affiliation_string":"NTT Media Intelligence Laboratories, NTT Corporation, Tokyo, Japan","institution_ids":["https://openalex.org/I2251713219"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.926,"has_fulltext":false,"cited_by_count":26,"citation_normalized_percentile":{"value":0.9067954,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":98},"biblio":{"volume":"28","issue":null,"first_page":"715","last_page":"728"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10667","display_name":"Emotion and Mood Recognition","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/3205","display_name":"Experimental and Cognitive Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10667","display_name":"Emotion and Mood Recognition","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/3205","display_name":"Experimental and Cognitive Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10429","display_name":"EEG and Brain-Computer Interfaces","score":0.9829000234603882,"subfield":{"id":"https://openalex.org/subfields/2805","display_name":"Cognitive Neuroscience"},"field":{"id":"https://openalex.org/fields/28","display_name":"Neuroscience"},"domain":{"id":"https://openalex.org/domains/1","display_name":"Life Sciences"}},{"id":"https://openalex.org/T11707","display_name":"Gaze Tracking and Assistive Technology","score":0.9785000085830688,"subfield":{"id":"https://openalex.org/subfields/1709","display_name":"Human-Computer Interaction"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7806136608123779},{"id":"https://openalex.org/keywords/estimation","display_name":"Estimation","score":0.7244127988815308},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.6140048503875732},{"id":"https://openalex.org/keywords/task","display_name":"Task (project management)","score":0.5946820378303528},{"id":"https://openalex.org/keywords/artificial-neural-network","display_name":"Artificial neural network","score":0.5587180256843567},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.4860720932483673},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.4586603045463562},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.45342326164245605},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.4346354007720947},{"id":"https://openalex.org/keywords/range","display_name":"Range (aeronautics)","score":0.42379218339920044},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.0969061553478241}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7806136608123779},{"id":"https://openalex.org/C96250715","wikidata":"https://www.wikidata.org/wiki/Q965330","display_name":"Estimation","level":2,"score":0.7244127988815308},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6140048503875732},{"id":"https://openalex.org/C2780451532","wikidata":"https://www.wikidata.org/wiki/Q759676","display_name":"Task (project management)","level":2,"score":0.5946820378303528},{"id":"https://openalex.org/C50644808","wikidata":"https://www.wikidata.org/wiki/Q192776","display_name":"Artificial neural network","level":2,"score":0.5587180256843567},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.4860720932483673},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.4586603045463562},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.45342326164245605},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.4346354007720947},{"id":"https://openalex.org/C204323151","wikidata":"https://www.wikidata.org/wiki/Q905424","display_name":"Range (aeronautics)","level":2,"score":0.42379218339920044},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.0969061553478241},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.0},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.0},{"id":"https://openalex.org/C146978453","wikidata":"https://www.wikidata.org/wiki/Q3798668","display_name":"Aerospace engineering","level":1,"score":0.0},{"id":"https://openalex.org/C201995342","wikidata":"https://www.wikidata.org/wiki/Q682496","display_name":"Systems engineering","level":1,"score":0.0},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1109/taslp.2020.2966857","is_oa":false,"landing_page_url":"https://doi.org/10.1109/taslp.2020.2966857","pdf_url":null,"source":{"id":"https://openalex.org/S4210169297","display_name":"IEEE/ACM Transactions on Audio Speech and Language Processing","issn_l":"2329-9290","issn":["2329-9290","2329-9304"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319808","host_organization_name":"Institute of Electrical and Electronics Engineers","host_organization_lineage":["https://openalex.org/P4310319808"],"host_organization_lineage_names":["Institute of Electrical and Electronics Engineers"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IEEE/ACM Transactions on Audio, Speech, and Language Processing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":51,"referenced_works":["https://openalex.org/W106460390","https://openalex.org/W167016754","https://openalex.org/W200033050","https://openalex.org/W257874415","https://openalex.org/W1522301498","https://openalex.org/W1566669007","https://openalex.org/W1964155538","https://openalex.org/W1996137064","https://openalex.org/W2009450152","https://openalex.org/W2010564804","https://openalex.org/W2016043834","https://openalex.org/W2029908879","https://openalex.org/W2048278868","https://openalex.org/W2060834142","https://openalex.org/W2063619969","https://openalex.org/W2078295034","https://openalex.org/W2089065004","https://openalex.org/W2127773386","https://openalex.org/W2138889249","https://openalex.org/W2147634797","https://openalex.org/W2149628368","https://openalex.org/W2153635508","https://openalex.org/W2169075700","https://openalex.org/W2240610362","https://openalex.org/W2243089186","https://openalex.org/W2399953370","https://openalex.org/W2405873249","https://openalex.org/W2514841977","https://openalex.org/W2547646818","https://openalex.org/W2556468274","https://openalex.org/W2566785176","https://openalex.org/W2611905122","https://openalex.org/W2612079792","https://openalex.org/W2739826011","https://openalex.org/W2748729934","https://openalex.org/W2750485702","https://openalex.org/W2767106145","https://openalex.org/W2777462170","https://openalex.org/W2899771611","https://openalex.org/W2938006031","https://openalex.org/W2964121744","https://openalex.org/W6604310636","https://openalex.org/W6606837198","https://openalex.org/W6608182480","https://openalex.org/W6609695107","https://openalex.org/W6631190155","https://openalex.org/W6689757436","https://openalex.org/W6712893823","https://openalex.org/W6713627249","https://openalex.org/W6741874903","https://openalex.org/W6756040250"],"related_works":["https://openalex.org/W2140798747","https://openalex.org/W2948169060","https://openalex.org/W2576994247","https://openalex.org/W2730112582","https://openalex.org/W2608353378","https://openalex.org/W2110696645","https://openalex.org/W2358580169","https://openalex.org/W4249206767","https://openalex.org/W2111347279","https://openalex.org/W2563559453"],"abstract_inverted_index":{"This":[0],"article":[1],"presents":[2],"a":[3],"novel":[4],"customer":[5],"satisfaction":[6],"(CS)":[7],"estimation":[8,26,30,57,79,83],"method":[9],"that":[10,126],"outputs":[11],"both":[12,38,69,135],"turn-level":[13,25,53,78,108,136],"and":[14,31,54,109,116,137],"call-level":[15,29,55,82,110,138],"estimations":[16],"simultaneously.":[17],"Our":[18,42],"key":[19],"idea":[20],"is":[21],"to":[22,28,52,58,76,87,101,119],"directly":[23],"apply":[24],"results":[27,80],"optimize":[32],"them":[33],"jointly;":[34],"previous":[35],"works":[36],"treat":[37],"as":[39,75],"being":[40],"independent.":[41],"proposal":[43],"applies":[44],"long":[45],"short-term":[46],"memory":[47],"recurrent":[48],"neural":[49],"networks":[50,70],"(LSTM-RNNs)":[51],"CS":[56,111],"capture":[59],"long-range":[60],"sequential":[61],"context":[62],"in":[63,134],"contact":[64],"center":[65],"calls.":[66],"In":[67,85],"addition,":[68],"are":[71,112],"hierarchically":[72],"stacked":[73,103],"so":[74],"use":[77],"for":[81],"directly.":[84],"order":[86],"learn":[88],"the":[89,92,102,121,127,131],"relationship":[90],"between":[91],"two":[93],"tasks,":[94],"we":[95],"also":[96],"introduce":[97],"joint":[98],"optimization":[99],"training":[100],"model.":[104],"Several":[105],"analyses":[106],"of":[107],"provided":[113],"on":[114],"acted":[115],"real":[117],"calls":[118],"support":[120],"proposed":[122,128],"method.":[123],"Experiments":[124],"show":[125],"framework":[129],"outperforms":[130],"conventional":[132],"methods":[133],"estimations.":[139]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":5},{"year":2021,"cited_by_count":6},{"year":2020,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}