"Client-Service Communication: Speech Patterns and Scenarios (based on the Materials of the ""One Day of Speech"" Corpus)"

Abstract

The article delves into communication between service sector professionals and their customers, utilizing transcripts of authentic conversations sourced from the Russian “One Day of Speech” sound corpus. Its primary aim is to unearth recurring speech patterns that typify customer-service interactions. To achieve this, the conversation transcripts are segmented into individual speech acts. Each segment is then labeled, highlighting the speaker's role and the specific type and subtype of the speech act. By scrutinizing these subtypes, the study juxtaposes the discourse styles of both clients and service representatives, thereby discerning patterns influenced by the domain of communication. The findings from the study are beneficial for scientific research in speech communication as well as for optimizing automatic answering systems or chatbots.

Keywords

• everyday speech
• speech acts
• speech corpus
• customer-service communication