System and method for robust evaluation of the user experience in automated spoken dialog systems
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United States of America Patent
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Aug 27, 2013
Grant Date -
Apr 15, 2010
app pub date -
Oct 8, 2009
filing date -
Oct 8, 2008
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Abstract
A single, subjective numerical rating to evaluate the performance of a telephone-based spoken dialog system. This CE rating is provided by expert human listeners who have knowledge of the design of the dialog system. Different human raters can be trained to achieve a satisfactory level of agreement. Furthermore, a classifier trained on ratings by human experts can reproduce the human ratings with the same degree of consistency. More calls can be given a CE rating than would be possible with limited human resources. More information can be provided about individual calls, e.g., to help decide between two disparate ratings by different human experts.
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