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Call centers are service centers that act as a bridge between enterprise and customers. Importance is being given to customer satisfaction and also to performance of call center agents. However, few researches are being done by taking both the customers and the call center agents as the end users. A system performing aspect-based sentiment analysis is being designed and implemented. The proposed system incorporates audio to text conversion, sentiment analysis and a separate customer-login module. It is able to represent sentiments of customers regarding any particular aspect using joint bar graphs.


— Call center, customer satisfaction, Sentiment Analysis, Machine Learning, Audio to Text Conversion.

Article Details

How to Cite
Prof. Swati Powar, Ms. Srushti Tupsakhare, Mr. Sameer Sawant, and Ms. Shahista Shaikh, “CALL CENTER SENTIMENT ANALYSIS”, IEJRD - International Multidisciplinary Journal, vol. 5, no. 5, p. 7, Jun. 2020.


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