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====== DiaBiz ======
**DiaBiz corpus** is a dialog corpus comprising **recordings** and annotated **transcriptions** of **phone-based customer-agent interactions** in several key business domains.

A general overview of the corpus can be found in this paper: 

  * Pęzik, Piotr, Gosia Krawentek, Sylwia Karasińska, Paweł Wilk, Paulina Rybińska, Anna Cichosz, Angelika Peljak-Łapińska, Mikołaj Deckert, and Michał Adamczyk. ‘DiaBiz – an Annotated Corpus of Polish Call Center Dialogs’. In Proceedings of the Language Resources and Evaluation Conference, 723–26. Marseille, France: European Language Resources Association, 2022. [[http://www.lrec-conf.org/proceedings/lrec2022/pdf/2022.lrec-1.76.pdf]]




Also see the accompanying poster here:
  * [[https://drive.google.com/file/d/1f1PNXa98TdjnzVqaml16VCp5Z3myxt0i/view?usp=sharing]]

=== The corpus comprises: ===
 
  * 4,036 conversations amounting to nearly 410 hours and over 3.2 million words
  * dialogues between 5 call-center agents and 191 participants as customers
  * data from 9 business domains with high commercial demand for conversational analytics and automation solutions 
  * dialogues based on 251 real-life interaction scenarios



==== The domains covered: ====

^  Domain	^  Dialogs  ^	Words  ^	Duration (HH:MM:SS)  ^
| Banking |  907 |  773,858  | 92:56:54 |
| Car rental |  246 |  189,741  | 24:07:07 |
| Debt collection |  300 |  245,031  | 29:23:56 |
| Energy services |  390 |  248,295  | 30:05:42 |
| Insurance |  401 |  307,760  | 40:00:54 |
| Medical care |  371 |  236,057  | 30:13:57 |
| Telecommunications |  700 |  416,333  | 52:21:52 |
| Tourism |  451 |  674,066  | 86:23:10 |
| Retail |  270 |  133,702  | 24:24:00 |
| **Total** |  **4,036** |  **3,224,843**  | **409:57:32** |


The data was automatically automatically **transcribed** and **time-aligned** and subsequently manually **corrected** and **annotated**. 


{{:screenshot_2022-01-19_at_11.11.31_2.png?nolink&600|}}


===== Applications =====


Customer support interactions recorded by operators of call centers are highly unlikely to be widely released in any useful form as they contain sensitive information which is subject to strict privacy regulations. 
NLP start-ups and academic research groups have to develop their own datasets or rely on limited resources which cannot be directly adapted to commercially viable domains. The **DiaBiz corpus** can serve as a **source of training and evaluation data** for a wide range of intrinsic and downstream tasks, such as:
  * speech recognition and transcript formatting
  * speaker diarization
  * conversational intent and named entity recognition 
  * spoken dialog segmentation, labelling and classification
  * conversational analytics as well as more sophisticated modelling of dialog systems.

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The **DiaBiz corpus** is therefore a major new resource for spoken Polish, offering research potential and making it possible to bootstrap the development of language processing tools for automating linguistic interactions with high volumes of customers, such as voice bots and other dialog systems.
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=====Availability=====

All the samples and supplementary materials available on this webpage are copyrighted. They are only included to illustrate the content of the DiaBiz database and should not be used for any other purposes without explicit permission from the University of Lodz representatives.

Click [[https://uniwersytetlodzki-my.sharepoint.com/:u:/g/personal/michal_adamczyk_filologia_uni_lodz_pl/EXaiEOFQfv5CnO2UdJ-hPhsBYksrVb0fqh1P6CmwLvwYqA?e=JEvsvi|HERE]] to download sample recordings.

The current version of the recording catalog is available [[https://docs.google.com/spreadsheets/d/1krwtcjsSUgUzbaTODsTQzqSzjfBWSbRA/edit?usp=sharing&ouid=108677668160278919979&rtpof=true&sd=true|HERE]].

For more information about the DiaBiz license for both commercial and scientific use, please contact piotr.pezik@uni.lodz.pl.

=====Project Team====
  * Piotr Pęzik
  * Michał Adamczyk
  * Małgorzata Krawentek
  * Paweł Wilk
  * Sylwia Karasińska
  * Karolina Adamczyk
  * Monika Garnys
  * Karolina Walkusz
  * Angelika Peljak-Łapińska
  * Anna Cichosz
  * Anna Kwiatkowska
  * Mikołaj Deckert
  * Paulina Rybińska
  * Izabela Grabarczyk
  * Maciej Grabski
  * Karol Ługowski
  * Gracjan Stepaniec-Krawentek
  * Krzysztof Hejduk
  * Michał Koźmiński
  * Zuzanna Deckert
  * Piotr Górniak
  * Konrad Kaczyński
  * Łukasz Jałowiecki


=====DiaBiz EN=====

A representative sample of the DiaBiz corpus has been localised into English:

^ Domain ^ Dialogs ^ Word count ^ DiaBiz ^ Percentage |
| Banking | 127 | 69 184 | 773 858 | 9% |
| Telecommunications | 117 | 64 805 | 416 333 | 16% |
| Tourism | 71 | 58 626 | 674 066 | 9% |
| Insurance | 57 | 31 009 | 307 760 | 10% |
| Energy services | 55 | 29 740 | 248 295 | 12% |
| Retail | 46 | 25 316 | 133 702 | 19% |
| Medical care | 45 | 22 044 | 236 057 | 9% |
| Debt collection | 34 | 17 776 | 245 031 | 7% |
| Car rental | 31 | 17 199 | 189 741 | 9% |
| Total | 583 | 335 699 | 3 224 843 | 10% |


A sample od the localised corpus can be  [[https://docs.google.com/spreadsheets/d/1YTVvyRRb77wfCFOHYgSoRVaGwUfyM8k0kkCogwPGJCI/edit?usp=sharing|downloaded here]]


=====Acknowledgments====

[[https://clarin.biz/index.php/en/|CLARIN-BIZ]]

DiaBiz was developed in the project titled “CLARIN - Common Language Resources and
Technology Infrastructure”, which is financed under the 2014-2020 Smart Growth Operational Programme,
POIR.04.02.00-00C002/19. We would also like to acknowledge the support of three companies: VoiceLab, Genesys and Damovo in the data collection and transcription efforts.