Automatic Satisfaction Analysis in Call Centers Considering Global Features of Emotion and Duration

Analysis of customers＇ satisfaction provides a guarantee to improve the service quality in call centers.In this paper,a novel satisfaction recognition framework is introduced to analyze the customers＇ satisfaction.In natural conversations,the interaction between a customer and its agent take place more than once.One of the difficulties insatisfaction analysis at call centers is that not all conversation turns exhibit customer satisfaction or dissatisfaction. To solve this problem,an intelligent system is proposed that utilizes acoustic features to recognize customers＇ emotion and utilizes the global features of emotion and duration to analyze the satisfaction. Experiments on real-call data show that the proposed system offers a significantly higher accuracy in analyzing the satisfaction than the baseline system. The average F value is improved to 0. 701 from 0. 664.

Deep Learning for Medication Recommendation:A Systematic Survey

Making medication prescriptions in response to the patient's diagnosis is a challenging task.The number of pharmaceutical companies,their inventory of medicines,and the recommended dosage confront a doctor with the well-known problem of information and cognitive overload.To assist a medical practitioner in making informed decisions regarding a medical prescription to a patient,researchers have exploited electronic health records(EHRs)in automatically recommending medication.In recent years,medication recommendation using EHRs has been a salient research direction,which has attracted researchers to apply various deep learning(DL)models to the EHRs of patients in recommending prescriptions.Yet,in the absence of a holistic survey article,it needs a lot of effort and time to study these publications in order to understand the current state of research and identify the best-performing models along with the trends and challenges.To fill this research gap,this survey reports on state-of-the-art DL-based medication recommendation methods.It reviews the classification of DL-based medication recommendation(MR)models,compares their performance,and the unavoidable issues they face.It reports on the most common datasets and metrics used in evaluating MR models.The findings of this study have implications for researchers interested in MR models.

Network Meets ChatGPT:Intent Autonomous Management,Control and Operation

Telecommunication has undergone significant transformations due to the continuous advancements in internet technology,mobile devices,competitive pricing,and changing customer preferences.Specifically,the most recent iteration of OpenAI’s large language model chat generative pre-trained transformer(ChatGPT)has the potential to propel innovation and bolster operational performance in the telecommunications sector.Nowadays,the exploration of network resource management,control,and operation is still in the initial stage.In this paper,we propose a novel network artificial intelligence architecture named language model for network traffic(NetLM),a large language model based on a transformer designed to understand sequence structures in the network packet data and capture their underlying dynamics.The continual convergence of knowledge space and artificial intelligence(AI)technologies constitutes the core of intelligent network management and control.Multi-modal representation learning is used to unify the multi-modal information of network indicator data,traffic data,and text data into the same feature space.Furthermore,a NetLM-based control policy generation framework is proposed to refine intent incrementally through different abstraction levels.Finally,some potential cases are provided that NetLM can benefit the telecom industry.