Browsing by Author "Thanthriwatta, TM"

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    item: Article-Abstract
    Automatic evaluation software for contact centre agents’ voice handling performance
    Perera, KKANN; Priyadarshana, YHPP; Gunathunga, KIH; Ranathunga, L; Karunarathne, PM; Thanthriwatta, TM
    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 to contact center agents’ conversations and then assign scores for the voice of the agent which end up in most cases bias and as erroneous evaluations. In order to minimize the above mentioned problems, this paper discusses a system, we implemented to evaluate contact center agents’ voices automatically avoiding human error and bias decisions. This software application considers speech rate, voice intensity level and emotional state of the contact center agent for their voice handling evaluations. According to the conducted research, it can be seen that the accuracy of evaluating the giving of instructions clearly using speech rate is 72%, evaluating listener comfortable voice intensity of agent is 83% and accuracy of emotion recognition of the agent’s is 83% in the implemented system.
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    item: Article-Abstract
    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
    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 similarity between texts. These concepts are applied to address a key issue in the telecommunication contact centre domain where the customer dissatisfaction is increasing due to higher call handling time. The proposed method is a combined with a key word based approach and a semantic similarity based approach with the use of semantic nets. The semantic similarity of two sentences is calculated using word similarity and the word order. Experiments on two sets of sentence pairs illustrates that proposed method provides a similar measure which is significantly correlated to human intuition. The overall accuracy of the information extraction module is approximately 70% based on the evaluation results.
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    item: Conference-Abstract
    Developing an application to incorporate essential healthcare information and child health development record (CHDR) information to promote comprehensive care and early intervention in child health
    (Faculty of Medicine, University of Moratuwa, 2024) Cooray, PLSR; Dissanayake, DMRN; Thilakarathna, SS; Pehara, MWGR; Silva, KSK; Kottahachchi, J; Thanthriwatta, TM
    Emergency care and education are now essential components of pediatric care, according to UNESCO. Advancements in technology and communication, coupled with the ease of accessing the World Wide Web through mobile devices, have presented both benefits and drawbacks. Although the information is easily accessible, the reliability and precision is now in doubt due to unreliable sources. Furthermore, there is a lack of attention from caregivers to maintain pertinent details in the Child Health Development Record (CHDR), which serves as the main repository for vital healthcare information and a child's developmental history.
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    item: Conference-Full-text
    An Effective Approach for Personalized Web Search based on Community-Cluster Analysis
    Thanthriwatta, TM; Karunaratne, PM
    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 profiling, content analysis, hyperlink analysis and biased PageRank algorithm that are used to achieve web personalization. User Profiling is one of the widely used techniques for personalizing web search at large scale. But it contains several technical and ethical issues such as privacy violations, inefficient use of computing resources as well. Collaborative web search is also a kind of a relatively new concept which defines the way of optimizing/personalizing search results by using details of group of people and contributing the knowledge of all of them about web search. This paper presents the details of an alternative approach for personalizing web results by using user profiling technique with community cluster analysis of collaborative web search by adapting concept of reusability among web results.
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    item: Conference-Extended-Abstract
    An effective approach for personalized web search based on community-cluster analysis
    (2014-01-16) Thanthriwatta, TM; Karunaratne, PM
    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 profiling, content analysis, hyperlink analysis and biased PageRank algorithm that are used to achieve web personalization. User Profiling is one of the widely used techniques for personalizing web search at large scale. But it contains several technical and ethical issues such as privacy violations, inefficient use of computing resources as well. Collaborative web search is also a kind of a relatively "new concept which defines the way of optimizing/personalizing search results by using details of group of people and contributing the knowledge of all of them about web search. This paper presents the details of an alternative approach for personalizing web results by using user profiling technique with community cluster analysis of collaborative web search by adapting concept of reusability 'among web results.
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    item: Conference-Abstract
    Sentiment analysis: Measuring sentiment strength of call centre conversations
    Priyadarshana, YHPP; Gunathunga, KIH; Perera, KKANN; Ranathunga, L; Karunaratne, PM; Thanthriwatta, TM
    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 very minimal work has been done for measuring sentiment strength based on adverb and adjective combinations. This research proposes a sentiment word scoring method considering the adverb-adjective combinations of a given sentence. This is subject oriented hence this approach is proposed for a call centre domain. We use the linguistic analysis of adverbs of degree to satisfy the adverb-adjective scoring. Then a new approach has been introduced to calculate the sentence wise sentiment score by enhancing the existing sentence level sentiment scoring algorithm. Authors propose the way of determining the total sentiment strength of a given sentence. We describe the results of our experiments on set of 100 call centre conversation audio files between the call centre agent and customer and compare our algorithms with the existing sentiment scoring algorithms. It can be concluded that these enhancements have an accuracy of 74% in precision.