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Modelling speech service quality: From conversational phases to communication quality and service quality

A diagnostic approach is presented to analyze interaction phases for describing the quality of speech communication services. The quality of individual phases is assessed in a first stage, and integrated to form a quality estimation of the entire interactive usage episode, and also across usage episodes. Constituents of such an approach for either subjective evaluation methods or instrumental prediction models are outlined. They would enable a focused and efficient diagnosis and monitoring of interactive speech service quality.