Entity-level Sentiment Analysis in Contact Center Telephone Conversations

Autor:	Fu, Xue-Yong, Chen, Cheng, Laskar, Md Tahmid Rahman, Gardiner, Shayna, Hiranandani, Pooja, TN, Shashi Bhushan
Rok vydání:	2022
Předmět:	Computer Science - Computation and Language
Druh dokumentu:	Working Paper
Popis:	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. Comment: EMNLP 2022
Databáze:	arXiv
Externí odkaz:	http://arxiv.org/abs/2210.13401 Zobrazit plný text záznamu View this record from Arxiv