A Deep Learning System for Sentiment Analysis of Service Calls
Authors: Yanan Jia, Sony SungChu
Abstract: Sentiment analysis is crucial for the advancement of artificial intelligence (AI). Sentiment understanding can help AI to replicate human language and discourse. Studying the formation and response of sentiment state from well-trained Customer Service Representatives (CSRs) can help make the interaction between humans and AI more intelligent. In this paper, a sentiment analysis pipeline is first carried out with respect to real-world multi-party conversations - that is, service calls. Based on the acoustic and linguistic features extracted from the source information, a novel aggregated method for voice sentiment recognition framework is built. Each party's sentiment pattern during the communication is investigated along with the interaction sentiment pattern between all parties.
Explore the paper tree
Click on the tree nodes to be redirected to a given paper and access their summaries and virtual assistant
Look for similar papers (in beta version)
We compare the title and abstract with papers indexed in our database. For arXiv papers, we search within the same category; for DOI and other sources, we search across sources and subjects. You can rerun the search as our database grows.