Request Correction
Use this form to request corrections to the paper metadata. Select the fields that need correction and provide the correct information.
Correction Guidelines
- Click the edit button next to a field to report a correction.
- Fill in the suggested correction value for each field you want to correct.
- Provide your name and email so we can contact you if needed.
Paper Information
Assessment of Sales Negotiation Strategies with ISO 24617-2 Dialogue Act Annotations
Paper Fields
Click the edit button next to a field to report a correction.
Assessment of Sales Negotiation Strategies with ISO 24617-2 Dialogue Act Annotations
Call centres endeavour to achieve the highest possible level of transparency with regard to the factors influencing sales success. Existing approaches to the quality assessment of customer-agent sales negotiations do not enable in-depths analysis of sales behaviour. This study addresses this gap and presents a conceptual and operational framework applying the ISO 24617-2 dialogue act annotation scheme, a multidimensional taxonomy of interoperable semantic concepts. We hypothesise that the ISO 24617-2 dialogue act annotation framework adequately supports sales negotiation assessment in the domain of call centre conversations. Authentic call centre conversations are annotated and a range of extensions/modifications are proposed making the annotation scheme better fit this new domain. We concluded that ISO 24617-2 serves as a powerful instrument for the analysis and assessment of sales negotiation and strategies applied by a call centre agent.
Authors
Expand an author to correct their information. Use the remove button to request author removal, or add a new author.
PDF Attachment
You may attach a PDF as a corrected version of the paper. Max file size: 10MB. Only PDF files are accepted.
Your Information
Author Declaration *
Select at least one field to correct using the edit buttons above.