Sentiment Detection from Speech Recognition Output
Iv. Tashev, Dimitra Emmanouilidou · Engineering Sciences · 2020
Sentiment detection from text has been one of the first text analysis applications.Recently it made serious progress with using deep learning algorithms.Practical use of the sentiment detection includes applications for monitoring the quality of customer service.In this article we perform a review of established and novel features for text analysis, combine them with the latest deep learning algorithms, and evaluate the proposed models.The issues we address are robustness to the low speech recognition rate, the variable length of the text queries, and the case of imbalanced data sets.We use a large labelled dataset from real support calls, and propose new optimality criterion, which is a combination of weighted and unweighted accuracy.