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A publicação pode ser exportada nos seguintes formatos: referência da APA (American Psychological Association), referência do IEEE (Institute of Electrical and Electronics Engineers), BibTeX e RIS.

Exportar Referência (APA) 
Vera Cabarrão, M. Julião, R. Solera-Ureña, Moniz, H., Batista, F., Trancoso, I....Mata, Ana I. (2019). Affective analysis of customer service calls. 10th International Conference of Experimental Linguistics (ExLing 2019).
Exportar Referência (IEEE) 
V. Cabarrão et al.,  "Affective analysis of customer service calls", in 10th Int. Conf. of Experimental Linguistics (ExLing 2019), Lisboa, 2019
Exportar BibTeX 
@misc{cabarrão2019_1775312060114,
	author = "Vera Cabarrão and M. Julião and R. Solera-Ureña and Moniz, H. and Batista, F. and Trancoso, I. and Mata, Ana I.",
	title = "Affective analysis of customer service calls",
	year = "2019",
	howpublished = "Ambos (impresso e digital)",
	url = "https://exlingsociety.com/past-exlings/exling-2019/home-2019.html"
}
Exportar RIS 
TY  - CPAPER
TI  - Affective analysis of customer service calls
T2  - 10th International Conference of Experimental Linguistics (ExLing 2019)
AU  - Vera Cabarrão
AU  - M. Julião
AU  - R. Solera-Ureña
AU  - Moniz, H.
AU  - Batista, F.
AU  - Trancoso, I.
AU  - Mata, Ana I.
PY  - 2019
CY  - Lisboa
UR  - https://exlingsociety.com/past-exlings/exling-2019/home-2019.html
AB  - This paper presents an affective and acoustic-prosodic analysis of a call-center corpus (700 phone calls with corresponding customer satisfaction levels). Our main goal is to understand how customers’ satisfaction correlates to the acoustic-prosodic and affective information (emotions and personality traits) of the interactions. A subset of 30 calls was manually annotated with emotions (frustrated vs. neutral) and personality traits (Big-Five model). Results on automatic satisfaction prediction from acoustic-prosodic features show a number of very informative linguistic knowledge-based features, especially pitch and energy ranges. The affective analysis also provides encouraging results, relating low/high satisfaction levels with the presence/absence of customer frustration. Concerning personality, customers tend to express signs of anxiety and nervousness, while agents are generally perceived as extroverted and open.
ER  -