EmoTwiCS : a corpus for modelling emotion trajectories in Dutch customer service dialogues on Twitter

Due to the rise of user-generated content, social media is increasingly adopted as a channel to deliver customer service. Given the public character of these online platforms, the automatic detection of emotions forms an important application in monitoring customer satisfaction and preventing negative word-of-mouth. This paper introduces EmoTwiCS, a corpus of 9,489 Dutch customer service dialogues on Twitter that are annotated for emotion trajectories. In our business-oriented corpus, we view emotions as dynamic attributes of the customer that can change at each utterance of the conversation.... Mehr ...