Sentiment analysis: Measuring sentiment strength of call centre conversations

Abstract

Measuring sentiment strength can be considered as one of the key areas of sentiment analysis. The existing sentiment word scoring functions are based on the intensity of adjectives in the sentences. To date, there is a very minimal work has been done for measuring sentiment strength based on adverb and adjective combinations. This research proposes a sentiment word scoring method considering the adverb-adjective combinations of a given sentence. This is subject oriented hence this approach is proposed for a call centre domain. We use the linguistic analysis of adverbs of degree to satisfy the adverb-adjective scoring. Then a new approach has been introduced to calculate the sentence wise sentiment score by enhancing the existing sentence level sentiment scoring algorithm. Authors propose the way of determining the total sentiment strength of a given sentence. We describe the results of our experiments on set of 100 call centre conversation audio files between the call centre agent and customer and compare our algorithms with the existing sentiment scoring algorithms. It can be concluded that these enhancements have an accuracy of 74% in precision.