V-Blaze and V-Cloud Online Help (May 2020)

Emotion and Sentiment Analysis

Voci's speech scientists have applied machine learning techniques to the analysis of emotion and sentiment. Emotion information is extracted from the acoustic features of speech, while Sentiment is determined by analyzing the text generated from speech.

Computer models, trained using thousands of audio and text samples, are used to determine the emotion or sentiment of each utterance. The separate emotion and sentiment values are then combined into a single Emotional Intelligence value. Additional data indicate the words in the speech utterance that contribute to the computed sentiment.

Since emotion and sentiment information is captured at the utterance level, Voci can determine how emotion is changing throughout the conversation, and whether the caller is in a more positive state at the end of the call than the beginning.