Sentiment by Turn

Overview

Sentiment by Turn allows the user to track sentiment between the caller and agent on stereo calls. For more value, Sentiment by Turn may be configured with Verb-Noun Pairs so the user can understand the topical drivers of positive and negative sentiment.

Prerequisites for Use

Calls MUST be processed in stereo for agent and caller specific metrics (otherwise, these metrics always return 0)
The agent SHOULD have a speaker name that is one of: agent, service, representative, operator, salesperson, callcenter, contactcenter
The caller SHOULD have a speaker name that is one of: caller, client, customer, prospect
If the speaker names are not specified as above, the first speaker is assumed to be the agent, and the second speaker is assumed to be the caller
Advanced Punctuation MUST be enabled.
English and Spanish are the only supported languages for this feature.

Configuration

{
  "speechModel": {
    "language": "es-US",
    "features": [  "advancedPunctuation"  ]
  },
  "ingest": {
    "stereo": {
       "left": { "speakerName": "Caller" },
      "right": { "speakerName": "Agent"    }
    }
  },
   
   "speakerSentiments":true

}

Output

{ 
  "speakerSentiments": [
    {
      "speakerName": "Caller",
      "sentimentValues": [
        {
          "s": 4558,
          "e": 7064,
          "v": -0.5434
        }, {
          "s": 9373,
          "e": 10345,
          "v": 0.7039
        }
      ]
    }, {
      "speakerName": "Agent",
      "sentimentValues": [
        {
          "s": 7464,
          "e": 9373,
          "v": 0.4328
        }, {
          "s": 12937,
          "e": 14627,
          "v": -0.3294
        }
      ]
    }
  ]
}