2022

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Author: search.filters.author.Karunasena, AHas files: Yes

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    Anonymo: Automatic Response and Analysis of Anonymous Caller Complaints
    (IEEE Computer Society, 2022-08-17) Azhar, A; Maweekumbura, S; Gunathilake, R; Maddumaarachchi, T; Karunasena, A; Nadeeshani, M
    Customers are considered as the most valued asset in any business organization. Therefore, attending especially to negative feedback provided by customer in form of complaints is important for an organization to identify areas to improve and retain customers. To quickly respond to customer complaints many business organizations have made hotlines available. Such caller hotlines are dedicated for the purpose of receiving complaints or allowing whistleblowers to reveal information. Due to the fear of being identified, there is a hesitancy in the public to use these hotlines. From the perspective of the organizations when a customer complaint is received it is required to evaluate the validity of the call made to hotlines. Furthermore, when complaints are made, it is required to handle them efficiently by transferring them to relevant departments and prioritize complaints This research proposes 'Anonymo', a system to handle customer complaints in a secure and an efficient manner. To do so, the system analyses the complaints obtained by a caller and provides the end users with the appropriate responses and output, that includes the following: i. Conversational AI agent to respond to callers, ii. Wanted and unwanted call classification, iii. Department-based Complaint classification, iv. Caller Emotion detection and caller complaint analysis while establishing the caller's anonymity. An accuracy of 88.26% was obtained for identification of wanted complaints using SVM algorithm, an accuracy of 85% was obtained for department-based classification using SVM algorithm and 67% accuracy was obtained for emotion analysis by LSTM algorithm
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    The Automated Temporal Analysis of Gaze Following in a Visual Tracking Task
    (Springer, Cham, 2022-05-15) Dhanawansa, V; Samarasinghe, P; Gardiner, B; Yogarajah, P; Karunasena, A
    The attention assessment of an individual in following the motion of a target object provides valuable insights into understanding one’s behavioural patterns in cognitive disorders including Autism Spectrum Disorder (ASD). Existing frameworks often require dedicated devices for gaze capture, focus on stationary target objects, or fails to conduct a temporal analysis of the participant’s response. Thus, in order to address the persisting research gap in the analysis of video capture of a visual tracking task, this paper proposes a novel framework to analyse the temporal relationship between the 3D head pose angles and object displacement, and demonstrates its validity via application on the EYEDIAP video dataset. The conducted multivariate time-series analysis is two-fold; the statistical correlation computes the similarity between the time series as an overall measure of attention; and the Dynamic Time Warping (DTW) algorithm aligns the two sequences, and computes relevant temporal metrics. The temporal features of latency and maximum time of focus retention enabled an intragroup comparison between the performance of the participants. Further analysis disclosed valuable insights into the behavioural response of participants, including the superior response to horizontal motion of the target and the improvement in retention of focus on the vertical motion over time, implying that following a vertical target initially proved a challenging task.