Interactive Voice Response using Sentiment Analysis in Automatic Speech Recognition Systems

Abstract

In previous days, Dual Tone Multi-Frequency Signaling technique was used to obtain inputs from the keypad. In this unique frequencies are sent over the audio channel for computer to understand. Speech recognition and artificial intelligence powers the automatic speech recognition systems, these systems can be applied in the call center environments. This paper explains the use of sentiment analysis to identify if the customer are satisfied the ASR system's performance. This paper presents approaches and techniques for how sentiment analysis can be used in call centre environments to recognize user emotions.