论文标题
联络中心电话交谈中的实体级别情绪分析
Entity-level Sentiment Analysis in Contact Center Telephone Conversations
论文作者
论文摘要
实体级别的情感分析预测了有关给定文本中提到的实体的情感。在业务环境中，了解某些实体（例如产品或公司）的用户情绪非常有用。在本文中，我们演示了我们如何开发实体级别的情感分析系统，该系统分析了联络中心中的英语电话交谈记录以提供业务洞察力。我们提出了两种方法，一种完全基于基于变压器的Distilbert模型，另一种使用卷积神经网络补充了一些启发式规则。
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.
