3 accepted papers
In this work, we present an approach that introduces different perspectives or views to improve the quality of hierarchical clustering of interaction drivers in a contact center. Specifically, we present a multi-stage approach that introduces LLM-guided multi-view cluster representation that signifi…
Recent advancements in large Language Models (LMs) have significantly enhanced their capabilities across various domains, including natural language understanding and generation. In this paper, we investigate the application of LMs to the specialized task of contact-center Quality Assurance (QA), wh…
Multimodal sentiment analysis has recently gained popularity because of its relevance to social media posts, customer service calls and video blogs. In this paper, we address three aspects of multimodal sentiment analysis; 1. Cross modal interaction learning, i.e. how multiple modalities contribute…