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cs.CL2025
A Customer Journey in the Land of Oz: Leveraging the Wizard of Oz Technique to Model Emotions in Customer Service Interactions
Sofie Labat, Thomas Demeester, Véronique Hoste
Emotion-aware customer service needs in-domain conversational data, rich annotations, and predictive capabilities, but existing resources for emotion recognition are often out-of-d…
cs.CL2023
EmoTwiCS: A Corpus for Modelling Emotion Trajectories in Dutch Customer Service Dialogues on Twitter
Sofie Labat, Thomas Demeester, Véronique Hoste
Due to the rise of user-generated content, social media is increasingly adopted as a channel to deliver customer service. Given the public character of these online platforms, the…