Entity-level Sentiment Analysis in Contact Center Telephone Conversations

• URL: http://arxiv.org/abs/2210.13401v2
• Date: Wed, 26 Oct 2022 17:06:16 GMT
• Title: Entity-level Sentiment Analysis in Contact Center Telephone Conversations
• Authors: Xue-Yong Fu, Cheng Chen, Md Tahmid Rahman Laskar, Shayna Gardiner, Pooja Hiranandani, Shashi Bhushan TN
• Abstract summary: We show how we developed an entity-level sentiment analysis system that analyzes English telephone conversation transcripts in contact centers. We present two approaches, one entirely based on the transformer-based DistilBERT model, and another that uses a convolutional neural network supplemented with some rules.
• Score: 1.691321108386792
• License: http://creativecommons.org/licenses/by/4.0/
• Abstract: Entity-level sentiment analysis predicts the sentiment about entities mentioned in a given text. It is very useful in a business context to understand user emotions towards certain entities, such as products or companies. In this paper, we demonstrate how we developed an entity-level sentiment analysis system that analyzes English telephone conversation transcripts in contact centers to provide business insight. We present two approaches, one entirely based on the transformer-based DistilBERT model, and another that uses a convolutional neural network supplemented with some heuristic rules.

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