Opinion Analysis in Interactions

1Oral and Written Interaction Corpora

Opinion detection for real-world applications using company data raises a number of crucial scientific challenges that are not always evident to the academic community, where these data and cases of application are not always accessible.

In the Introduction, we presented two research themes that highlight the specificity of these challenges:

• – the relevance of different theoretical models in constructing a computational model in relation to an application (social network analysis, managing client relations, recommendations, etc.) (Q1, see section I.1.3);
• – the capacity of different methods to create generic and relevant computational models for different applications and data (Q2a and b, see section I.2.6).

In this chapter, we present the different corpora that we have developed and used in connection with these different research questions, in the context of both human–human (H–H) and human–agent (H–A) interactions. Our objective is to present the linguistic specificities encountered in spontaneous and company corpora.

Using company data, we created in-the-wild corpora offering a large number of spontaneous expressions (from customer relation forums, manual and automatic transcriptions of call center recordings, satisfaction surveys, microblog data and customer relation chatbots). We also applied our methods to external corpora, including open-access academic corpora used for evaluation purposes.

This chapter is intended to provide a ...