Searcharxiv⌕ Search
Home/Archive/arXiv

arXiv · 1812.07207

Multiple topic identification in human/human conversations

X. Bost·G. Senay·M. El-Bèze·R. De Mori
View original source ↗Read source document ↗Export metadata ↓

Abstract

The paper deals with the automatic analysis of real-life telephone conversations between an agent and a customer of a customer care service (ccs). The application domain is the public transportation system in Paris and the purpose is to collect statistics about customer problems in order to monitor the service and decide priorities on the intervention for improving user satisfaction. Of primary importance for the analysis is the detection of themes that are the object of customer problems. Themes are defined in the application requirements and are part of the application ontology that is implicit in the ccs documentation. Due to variety of customer population, the structure of conversations with an agent is unpredictable. A conversation may be about one or more themes. Theme mentions can be interleaved with mentions of facts that are irrelevant for the application purpose. Furthermore, in certain conversations theme mentions are localized in specific conversation segments while in other conversations mentions cannot be localized. As a consequence, approaches to feature extraction with and without mention localization are considered. Application domain relevant themes identified by an automatic procedure are expressed by specific sentences whose words are hypothesized by an automatic speech recognition (asr) system. The asr system is error prone. The word error rates can be very high for many reasons. Among them it is worth mentioning unpredictable background noise, speaker accent, and various types of speech disfluencies. As the application task requires the composition of proportions of theme mentions, a sequential decision strategy is introduced in this paper for performing a survey of the large amount of conversations made available in a given time period. The strategy has to sample the conversations to form a survey containing enough data analyzed with high accuracy so that proportions can be estimated with sufficient accuracy. Due to the unpredictable type of theme mentions, it is appropriate to consider methods for theme hypothesization based on global as well as local feature extraction. Two systems based on each type of feature extraction will be considered by the strategy. One of the four methods is novel. It is based on a new definition of density of theme mentions and on the localization of high density zones whose boundaries do not need to be precisely detected. The sequential decision strategy starts by grouping theme hypotheses into sets of different expected accuracy and coverage levels. For those sets for which accuracy can be improved with a consequent increase of coverage a new system with new features is introduced. Its execution is triggered only when specific preconditions are met on the hypotheses generated by the basic four systems. Experimental results are provided on a corpus collected in the call center of the Paris transportation system known as ratp. The results show that surveys with high accuracy and coverage can be composed with the proposed strategy and systems. This makes it possible to apply a previously published proportion estimation approach that takes into account hypothesization errors .

Explore related subjects

cs.CL

Keep this discovery

BibTeXRIS

X. Bost, G. Senay, M. El-Bèze, R. De Mori. 2018-12-18. Multiple topic identification in human/human conversations. https://doi.org/10.1016/j.csl.2015.03.006

Cite the original work for its findings. Save a collection to share your selection of sources.

KEEP EXPLORING

Related papers

arXiv2026

Auto-RecSys: Harnessing Autonomous Research Agents for Industry-Scale Recommender System

Auto-research agents have shown the potential to automate hypothesis generation, experiment execution, and iterative refinement. However, scaling this paradigm to industry-scale recommendation models introduces two challenges: (1) long feedback loops, where model training can take days, making serial iteration prohibitively slow and requiring parallel exploration across multiple research directions; and (2) system complexity, where large configurations, fragile infrastructure dependencies, and multi-day GPU jobs require robust and recoverable execution. We present Auto-RecSys, an autonomous research system for long-horizon experimentation on industry-scale recommendation models. Auto-RecSys addresses these challenges through three harness designs: (1) distributed asynchronous execution for running multiple experiments in parallel across servers, (2) centralized cross-server memory for persistent and recoverable execution across sessions and failures, and (3) cognitive-procedural separation, where natural-language skill files guide LLM reasoning while deterministic scripts enforce operational correctness. Auto-RecSys further employs a dual-loop self-evolving architecture: an Execution Evolution Loop in which model-specific playbooks accumulate operational knowledge by recording failed attempts and crystallizing successful pipelines, and an Idea Evolution Loop in which experimental outcomes inform subsequent ideation. Evaluated on recommendation models, Auto-RecSys significantly reduces the human time required per experiment cycle and improves execution reliability as its playbooks mature.

cs.CL↗
arXiv2026

Structurally Speaking: Motif-Oriented Graph Captioning through Bidirectional Graph-Text Translation

Graph captions should help readers understand graph structure, rather than simply translate adjacency matrices into long textual edge lists. A useful graph caption abstracts connectivity into recognizable motifs, such as hubs, paths, cycles, cliques, and bridges, because these motifs provide compact structural units that are easier to read, compare, and recover. In this paper, we study motif-oriented graph captioning as a bidirectional graph-text translation task, where captions must both preserve enough topology for graph recovery and express the graph through concise motif-level descriptions. We show that direct prompting of GPT-5.1 often produces graph-recoverable captions by enumerating node-to-node connections, but these captions are verbose and can contain inconsistent motif interpretations. To address this gap, we introduce Structurally Speaking, a lightweight structured prompting protocol that guides translation between explicit connectivity and motif-level abstraction. Experiments on a synthetic motif-based dataset show that structured prompting produces shorter and more motif-consistent captions while maintaining comparable graph recovery. These results suggest that explicit topology-to-motif reasoning guidance can make LLM-generated graph captions more interpretable without model fine-tuning.

cs.CL↗
arXiv2026

Using Semantic Uncertainty to Estimate Transition Relevance in Turn-taking

Turn-taking is a fundamental mechanism that governs when interlocutors speak and listen. Although Spoken Dialogue Systems (SDS) exploit a range of linguistic, acoustic, and non-verbal cues, they produce ill-timed responses in unscripted interaction. A central challenge is anticipating Transition Relevance Places (TRPs), or opportunities, not obligations, for a listener to take the floor. Human listeners do not wait for turn endings; as an utterance unfolds, they use expectations about its developing meaning to anticipate TRPs and decide whether to take the floor. We examine whether these evolving expectations can be modeled through semantic uncertainty -- an LLM-derived measure of how strongly a turn so far constrains what may plausibly come next. To do so, we sample possible continuations of an ongoing turn and use changes in semantic dispersion to identify TRPs within turns. We evaluate this account on a dataset with TRP labels derived from real-time listener responses, rather than retrospective annotation. Our approach substantially outperforms prompt-based and fine-tuned text-only baselines, providing empirical support for the view that evolving semantic constraints inform perceived turn-taking opportunities in unscripted interaction.

cs.CL↗