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Computer Science > Computation and Language

arXiv:2210.13401 (cs)
[Submitted on 24 Oct 2022 (v1), last revised 26 Oct 2022 (this version, v2)]

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
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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.
Comments: EMNLP 2022
Subjects: Computation and Language (cs.CL)
Cite as: arXiv:2210.13401 [cs.CL]
  (or arXiv:2210.13401v2 [cs.CL] for this version)
  https://doi.org/10.48550/arXiv.2210.13401

Submission history

From: Xue-Yong Fu [view email]
[v1] Mon, 24 Oct 2022 16:54:57 UTC (495 KB)
[v2] Wed, 26 Oct 2022 17:06:16 UTC (495 KB)
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