Re:Ask HN: What to do with 500M call recordings?
by muzani on Tuesday February 04, 2020 @10:08PM
(#22243655)
I'd probably run it through some kind of sentiment analysis, try to get it to model as happiness/satisfaction on y-axis, vs time on x-axis.
Then you can map that to conversations and see what words increases or decreases satisfication. Look for sudden changes in the happiness contour.
You can also try to map that to customer surveys at the end of the call - see if you can improve perceived quality, by say, greeting them cheerfully early on, or if different phrases will diffuse anger better. Maybe even see if you can spot weird patterns, like if certain accents trigger anger or contempt.
Then you can map that to conversations and see what words increases or decreases satisfication. Look for sudden changes in the happiness contour.
You can also try to map that to customer surveys at the end of the call - see if you can improve perceived quality, by say, greeting them cheerfully early on, or if different phrases will diffuse anger better. Maybe even see if you can spot weird patterns, like if certain accents trigger anger or contempt.