Customer sentiment analysis using recorded conversation

摘要

A system is configured to receive voice emotion information, related to an audio recording, indicating that a vocal utterance of a speaker is spoken with negative or positive emotion. The system is configured to associate the voice emotion information with attribute information related to the audio recording, and aggregate the associated voice emotion and attribute information with other associated voice emotion and attribute information to form aggregated information. The system is configured to generate a report based on the aggregated information and one or more report parameters, and provide the report.

主权项

1. A system comprising:
one or more server devices to:
receive voice emotion information related to an audio recording,
the audio recording containing a first vocal utterance of a first speaker and a second vocal utterance of a second speaker, andthe voice emotion information indicating that the first vocal utterance is spoken with a particular emotion;associate a first word or phrase, within the first vocal utterance, with the first speaker and a second word or phrase, within the second vocal utterance, with the second speaker;associate the voice emotion information with attribute information related to the audio recording,
the voice emotion information including information regarding at least one of the first word or phrase or the second word or phrase;aggregate the associated voice emotion and attribute information with other associated voice emotion and attribute information to form aggregated information;generate a report based on the aggregated information and one or more report parameters; andprovide the report.