Entity-level Sentiment Analysis in Contact Center Telephone Conversations
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.
- Publication:
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arXiv e-prints
- Pub Date:
- October 2022
- DOI:
- 10.48550/arXiv.2210.13401
- arXiv:
- arXiv:2210.13401
- Bibcode:
- 2022arXiv221013401F
- Keywords:
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- Computer Science - Computation and Language
- E-Print:
- EMNLP 2022