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\jairheading{16}{2002}{293-319}{11/01}{5/02}
\ShortHeadings{Predicting Problematic Dialogues}
{Walker, Langkilde-Geary, Wright Hastie, Wright \& Gorin}
\firstpageno{293}
\par



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\begin{tabular}{|p{.25in}p{4.25in}|} \hline
S1: &  AT\&T How may I help you?           \\
U1: &  I need to [ uh ] put a call on my calling card please  \\
S2: &  May I have your card number, please? \\
U2: &  7 6 5 4 3 2 1 0 9 8  7 6 5 4   \\
S3: &  What number would you like to call? \\
U3: &  8 1 4  7 7 7  6 6 6 6 ({\it misunderstood}) \\
S4: &  May I have that number again?\\
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S1: & AT\&T How may I help you?           \\
U1: & I need credit please. \\
S2: & Okay. What is the reason for the credit? \\
U2: & Miss, uh, Miss, different area code than I needed. \\
S3: & Sorry. I need to know whether you need credit for a wrong number, bad connection or a call that was cut off. \\
U3: & It is a wrong number. ({\it impatient humming}) \\
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S1: & AT\&T How may I help you?           \\
U1: & ({\it silence}) \\
S2: & Sorry. Please briefly tell me how I may help you? \\
U2: & I'm trying to call 1 8 hundred call A T T.  \\
S3: & Do you want to place a call?  \\
U3: & Through my calling card.  \\
S4: & May I have your card number, please?  \\
U4: & It's 8 7 6  5 4 3 2  1 0 and then my pin number is 8 7 6 5. ({\it misrecognized})  \\
S5: & Sorry. Please enter or say your card number again.  \\
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S1: & AT\&T How may I help you?           \\
U1: & ({\it silence}) \\
S2: & Sorry. Please briefly tell me how I may help you? \\
U2: & I wanta find out how much my bill's worth.  \\
S3: & What phone number would you like the call billed to?  \\
U3: & {\it Um} the access number.  \\
S4: & Sorry. Could I have that phone number again?  \\
U4: & 1 8 hundred 2 2 5 5 2 8 8.  \\
S5: & What number would you like to call? \\
U5: & 800 225 5288 ({\it touchtone input})  \\
S6: & Thank you.\\\hline
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\begin{itemize}
\item {\bf Acoustic/ASR Features}
	\begin{itemize}
	\item recog, recog-numwords, asr-duration, dtmf-flag, rg-modality, rg-grammar, tempo
	\end{itemize}
\item  {\bf SLU Features}
	\begin{itemize}
	\item a confidence measure for each of the 15 possible tasks that the user could be trying to do
	\item salience-coverage, inconsistency, context-shift, top-task, nexttop-task, top-confidence, diff-confidence,
	confpertime, salpertime,  auto-SLU-success 
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	\item sys-label, utt-id, prompt, reprompt, confirmation, subdial 
	\item running tallies: num-utts, num-reprompts, percent-reprompts, num-confirms, percent-confirms, num-subdials, percent-subdials
	\item whole dialogue: dial-duration.
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	\item tscript, human-label, age, gender, user-modality, clean-tscript, cltscript-numwords, SLU-success 
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{\it e2-recog}:          &\multicolumn{3}{l|}{can charge no one eight hundred call A T T}   \\\hline
{\it e2-rg-modality}:&speech-plus-touchtone& {\it e2-recog-numwords}: & 10 \\\hline 
{\it e2-user-modality}:  & speech   & {\it e2-dtmf-flag}: & 0     \\\hline
{\it e2-rg-grammar}: &Reprompt-gram & {\it e2-asr-duration}: & 6.68 \\\hline 
{\it e2-top-task }:& dial-for-me& {\it e2-top-confidence  }:& .81 \\\hline 
{\it e2-nexttop-task }:& none   & {\it e2-diff-confidence }:& .81 \\\hline
{\it e2-salience-coverage}: & 0.000 & {\it e2-task1  }:& 0  \\\hline 
{\it e2-inconsistency}: & 0.000     & {\it e2-task2}:& 0 \\\hline
{\it e2-context-shift}: & 0.000     & {\it e2-task3}:& 0  \\\hline 
{\it e2-prompt }: & top-reject-rep  & {\it e2-task4}:& 0 \\\hline 
{\it e2-reprompt}: & reprompt       & {\it e2-task5}:& 0 \\\hline
{\it e2-num-reprompts}: & 1 	    & {\it e2-task6}:& .81 \\\hline
{\it e2-percent-reprompts}: & 0.5   & {\it e2-task7}:& 0 \\\hline
{\it e2-confirm}: & not-confirm     & {\it e2-task8}:& 0 \\\hline
{\it e2-num-confirms}: & 0	    & {\it e2-task9}:& 0 \\\hline
{\it e2-percent-confirms}: & 0	    & {\it e2-task10}:& 0 \\\hline
{\it e2-subdial}: & subdial         & {\it e2-task11}:& 0 \\\hline
{\it e2-num-subdials}: & 1 	    & {\it e2-task12}:& 0 \\\hline 
{\it e2-percent-subdials}: & 0.5    & {\it e2-task13}:& 0 \\\hline 
{\it e2-cltscript-numwords}: & 11   & {\it e2-task14}:& 0 \\\hline
{\it e2-sys-label}: & DIAL-FOR-ME   & {\it e2-task15}:& 0 \\\hline
{\it e2-human-label}:&no-info  digitstr& {\it e2-no-info}:& 1 \\\hline 
{\it e2-tscript}:        &\multicolumn{3}{l|}{{\it epr} I'm trying to call {\it uh} 1 8 hundred call A T T {\it nspn}} \\\hline{\it e2-clean-tscript}:  &\multicolumn{3}{l|}{I'm trying to call 1 8 hundred call A T T}	  \\\hline
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{\bf if} (sys-label = DIAL-FOR-ME)  $\wedge$\space (dtmf-flag = 0)  $\wedge$\space (recog  contains  "from")  $\wedge$\space (recog-numwords $\leq$\space 8) {\bf then} {\it rpartial-match} \\
{\bf if} (sys-label = DIAL-FOR-ME)  $\wedge$\space  (dtmf-flag = 0)  $\wedge$\space  (asr-duration $\geq$\space 4.08)  $\wedge$\space  (recog-grammar = Billmethod-gram)  $\wedge$\space (recog  contains  "my")  $\wedge$\space (recog-numwords $\leq$\space 8) {\bf then} {\it rpartial-match} \\
{\bf if} (spoken-digit = 1)  $\wedge$\space (salpertime $\leq$\space 0.05) $\wedge$\space (top-confidence $\leq$\space 0.851) {\bf then} {\it rmismatch} \\
{\bf if} (spoken-digit = 1) $\wedge$\space  (salpertime $\leq$\space 0.05) $\wedge$\space (confpertime $\leq$\space 0.076)  {\bf then} {\it rmismatch}\\
{\bf if} (spoken-digit = 1)  $\wedge$\space (top-confidence $\leq$\space 0.836) {\bf then} {\it rmismatch}\\
{\bf if} (spoken-digit = 1) $\wedge$\space  (salpertime $\leq$\space 0.05) $\wedge$\space  (sys-label = CALLING-CARD) {\bf then} {\it rmismatch}\\
{\bf if} (asr-duration $\geq$\space 1.04)  $\wedge$\space  (utt-id $\geq$\space 2)  $\wedge$\space (sys-label = DIAL-FOR-ME)  $\wedge$\space  (diff-confidence $\leq$\space 0.75) {\bf then} {\it rmismatch}\\
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{\bf if} (e2-salience-coverage $\leq$\space 0.7)  $\wedge$\space (e2-asr-duration $\geq$\space 0.04)  $\wedge$\space (e2-auto-SLU-success = {\sc no-recog}) {\bf then} {\it problematic} \\
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{\bf if} (e1-salience-coverage $\leq$\space 0.727) $\wedge$\space (e2-salience-coverage $\leq$\space 0.706) $\wedge$\space (e1-recog  contains  ``help'') $\wedge$\space (e1-asr-duration $\leq$\space 2.44) {\bf then} {\it problematic} \\
{\bf if} (e1-top-confidence $\leq$\space 0.924) $\wedge$\space (e2-auto-SLU-success = {\sc rmismatch}) $\wedge$\space (e2-sys-label = CALLING-CARD) {\bf then} {\it problematic} \\
{\bf if} (e1-top-confidence $\leq$\space 0.924) $\wedge$\space (e2-diff-confidence $\leq$\space 0.918) $\wedge$\space (e2-collect $\leq$\space 0.838) $\wedge$\space (e2-asr-duration $\geq$\space 9.36) $\wedge$\space (e2-dial-for-me $\geq$\space 0.5) {\bf then} {\it problematic} \\
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{\bf if} (e2-top-confidence $\leq$\space 0.897) $\wedge$\space  (e2-asr-duration $\geq$\space 0.04) $\wedge$\space  (e2-auto-SLU-success = {\sc no-recog}) {\bf then} {\it problematic} \\
{\bf if} (e2-auto-SLU-success = {\sc rmismatch}) $\wedge$\space  (e2-recog-numwords $\leq$\space 7) $\wedge$\space  (e2-asr-duration $\geq$\space 2.28) {\bf then} {\it problematic} \\
{\bf if} (e2-salience-coverage $\leq$\space 0.9) $\wedge$\space  (e2-asr-duration $\geq$\space 0.04) $\wedge$\space  (e2-inconsistency $\geq$\space 0.022) $\wedge$\space  (e1-asr-duration $\leq$\space 3.96) $\wedge$\space  (e2-inconsistency $\geq$\space 0.18) {\bf then} {\it problematic} \\
{\bf if} (e1-salience-coverage $\leq$\space 0.667) $\wedge$\space  (e2-salience-coverage $\leq$\space 0.692) $\wedge$\space  (e1-recog contains ``help'') $\wedge$\space  (e1-asr-duration $\leq$\space 7.36) {\bf then} {\it problematic} \\
{\bf if} (e1-top-confidence $\leq$\space 0.924) $\wedge$\space  (e2-diff-confidence $\leq$\space 0.918) $\wedge$\space  (e2-recog contains ``my'') $\wedge$\space  (e1-asr-duration $\geq$\space 4) {\bf then} {\it problematic} \\
{\bf if} (e1-salience-coverage $\leq$\space 0.647) $\wedge$\space  (e1-asr-duration $\geq$\space 10.24) $\wedge$\space  (e2-asr-duration $\geq$\space 5.32) {\bf then} {\it problematic} \\
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