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cs.CL2024★ 1 cited
Conversational Rubert for Detecting Competitive Interruptions in ASR-Transcribed Dialogues
Dmitrii Galimzianov, Viacheslav Vyshegorodtsev
Interruption in a dialogue occurs when the listener begins their speech before the current speaker finishes speaking. Interruptions can be broadly divided into two groups: cooperat…
cs.CL2024
Text-Based Detection of On-Hold Scripts in Contact Center Calls
Dmitrii Galimzianov, Viacheslav Vyshegorodtsev
Average hold time is a concern for call centers because it affects customer satisfaction. Contact centers should instruct their agents to use special on-hold scripts to maintain po…