Entity-level Sentiment Analysis in Contact Center Telephone Conversations. - Xue-Yong Fu; Cheng Chen; Md. Tahmid Rahman Laskar; Shayna Gardiner; Pooja Hiranandani; Shashi Bhushan TN (EMNLP (Industry Track), 2022)

Developing a Production System for Purpose of Call Detection in Business Phone Conversations. - Elena Khasanova; Pooja Hiranandani; Shayna Gardiner; Cheng Chen; Simon Corston-Oliver; Xue-Yong Fu (NAACL-HLT (Industry Papers), 2022)

Punctuation Restoration in Spanish Customer Support Transcripts using Transfer Learning. - Xiliang Zhu; Shayna Gardiner; David Rossouw; Tere Roldán; Simon Corston-Oliver (CoRR, 2022)

Extracting Similar Questions From Naturally-occurring Business Conversations. - Xiliang Zhu; David Rossouw; Shayna Gardiner; Simon Corston-Oliver (CoRR, 2022)

The Model Arena for Cross-lingual Sentiment Analysis: A Comparative Study in the Era of Large Language Models. - Xiliang Zhu; Shayna Gardiner; Tere Roldán; David Rossouw (WASSA, 2024)

Resolving Transcription Ambiguity in Spanish: A Hybrid Acoustic-Lexical System for Punctuation Restoration. - Xiliang Zhu; Chia-Tien Chang; Shayna Gardiner; David Rossouw; Jonas Robertson (CoRR, 2024)