{"about":{"site":"https://codewithpapers.app","non_affiliation":"Code with Papers and Syntology are not affiliated with, endorsed by, or sponsored by Papers with Code, Meta, or the pwc-archive mirror.","licence":"CC BY-SA 4.0","licence_url":"https://creativecommons.org/licenses/by-sa/4.0/legalcode","attribution":"https://codewithpapers.app/attribution","modified":"archive material modified by Syntology; see the attribution page"},"url":"/paper/an-emotional-journey-detecting-emotion","title":"An Emotional Journey: Detecting Emotion Trajectories in Dutch Customer Service Dialogues","arxiv_id":null,"date":"2022-10-01","proceeding":"COLING (WNUT) 2022 10","authors":["Sofie Labat","Amir Hadifar","Thomas Demeester","Veronique Hoste"],"abstract":"The ability to track fine-grained emotions in customer service dialogues has many real-world applications, but has not been studied extensively. This paper measures the potential of prediction models on that task, based on a real-world dataset of Dutch Twitter conversations in the domain of customer service. We find that modeling emotion trajectories has a small, but measurable benefit compared to predictions based on isolated turns. The models used in our study are shown to generalize well to different companies and economic sectors.","url_abs":"https://aclanthology.org/2022.wnut-1.12","url_pdf":"https://aclanthology.org/2022.wnut-1.12.pdf","source":{"archive":"pwc-archive (Hugging Face), CC BY-SA 4.0","snapshot":"2025-07-28","licence_url":"https://creativecommons.org/licenses/by-sa/4.0/legalcode","row_kind":"abstracts"},"code_links":[{"paper_slug":"an-emotional-journey-detecting-emotion","repo_url":"https://github.com/hadifar/dutchemotiondetection","is_official":1,"mentioned_in_paper":1,"mentioned_in_github":0,"framework":"pytorch","reach":null},{"paper_slug":"an-emotional-journey-detecting-emotion","repo_url":"https://github.com/sofielabat/emotwics-data","is_official":1,"mentioned_in_paper":1,"mentioned_in_github":0,"framework":"none","reach":null}],"tasks":[],"methods":[{"method_slug":null,"method_name":null}],"datasets_introduced":[],"methods_introduced":[],"results":[],"syntology":{"syntology_url":null,"atlas_url":null,"mcp":null,"developers":"https://syntology.ai/developers"},"arxiv_metadata":null,"syntology_extracted_results":null}