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Browsing by Author "Thanthriwatta, TM"

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Automatic evaluation software for contact centre agents’ voice handling performance

Perera, KKANN; Priyadarshana, YHPP; Gunathunga, KIH; Ranathunga, L; Karunarathne, PM; Thanthriwatta, TM [Article-Abstract]

Evaluating the contact center agent’s voice handling skills is important in order to enhance the customer satisfaction, through employee performance. Conventionally, supervisors in call center monitoring divisions listen ...
A Comprehensive information extraction module for reducing call handling time in a contact centre

Gunathunga, KIH; Priyadarshana, YHPP; Perera, KKANN; Ranathunga, L; Karunaratne, PM; Thanthriwatta, TM [Article-Abstract]

Information extraction plays an important role in text related research and application areas such as text mining and dialogue systems. Information extraction can be done using key word extraction and measuring the semantic ...
An effective approach for personalized web search based on community-cluster analysis

Thanthriwatta, TM; Karunaratne, PM [Conference-Extended-Abstract]

The concept of Personalized Web Search is commonly used for improving the quality of web search results by identifying and facilitating different users' search needs. There are several techniques such as user ...
An Effective Approach for Personalized Web Search based on Community-Cluster Analysis

Thanthriwatta, TM; Karunaratne, PM [Conference-Full-text]

The concept of Personalized Web Search is commonly used for improving the quality of web search results by identifying and facilitating different users’ search needs. There are several techniques such as user ...
Sentiment analysis: Measuring sentiment strength of call centre conversations

Priyadarshana, YHPP; Gunathunga, KIH; Perera, KKANN; Ranathunga, L; Karunaratne, PM; Thanthriwatta, TM [Conference-Abstract]

Measuring sentiment strength can be considered as one of the key areas of sentiment analysis. The existing sentiment word scoring functions are based on the intensity of adjectives in the sentences. To date, there is a ...

Browsing by Author "Thanthriwatta, TM"

Browsing by Author "Thanthriwatta, TM"

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