Entity-level Sentiment Analysis in Contact Center Telephone Conversations

Xue-Yong Fu; Cheng Chen; Md Tahmid Rahman Laskar; Shayna Gardiner; Pooja Hiranandani; Shashi Bhushan TN

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arXiv · 2210.13401

Entity-level Sentiment Analysis in Contact Center Telephone Conversations

Xue-Yong Fu·Cheng Chen·Md Tahmid Rahman Laskar·Shayna Gardiner·Pooja Hiranandani·Shashi Bhushan TN

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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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Xue-Yong Fu, Cheng Chen, Md Tahmid Rahman Laskar, Shayna Gardiner, Pooja Hiranandani, Shashi Bhushan TN. 2022-10-24. Entity-level Sentiment Analysis in Contact Center Telephone Conversations. https://arxiv.org/abs/2210.13401

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