Entity-level Sentiment Analysis in Contact Center Telephone Conversations

24 Oct 2022 · Xue-Yong Fu, Cheng Chen, Md Tahmid Rahman Laskar, Shayna Gardiner, Pooja Hiranandani, Shashi Bhushan TN ·

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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Adam • Attention Dropout • BERT • Dense Connections • DistilBERT • Dropout • GELU • Layer Normalization • Linear Layer • Linear Warmup With Linear Decay • Multi-Head Attention • Residual Connection • Scaled Dot-Product Attention • Softmax • Weight Decay • WordPiece

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Entity-level Sentiment Analysis in Contact Center Telephone Conversations

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