Basically used to convert the speech into equivalent text and then invokes the Sentimental model to determine the sentimental score like positive, negative or neutral.

1. Speech Sentiment Analysis
Speech Sentiment

2. Call Center Customer interactions contain a goldmine of valuable information. There are several
technologies which allow call centers to make good use of their data. Speech Recognition and
Sentimental analysis are two of them.
Speech Recognition is the ability of a program to identify and analyze words or phrases in
spoken language and transcript them into string of texts.
Sentimental Analysis is the most common text classification tool that analyses an incoming message
and tells whether the underlying sentiment is positive, negative or neutral
This Particular Exercise emphasizes on Identifying the Speech from microphone as well as from the
audio file and convert them to equivalent sentences using Google Cloud. The Machine Learning
Sentimental Analysis then uses the sentence to identify the sentiments as positive, negative or neutral.
Speech SentimentINTRODUCTION

3. Google Cloud Speech to Text enables developers to convert audio to text by applying powerful
neural network models in an easy-to-use API. The API recognizes 120 languages and variants to
support your global base. You can enable voice command-and-control, transcribe audio from call
centers, and more. It can process real-time streaming or prerecorded audio, using Google’s machine
learning technology.
Benefits of Google Cloud Speech to Text
➢ It is one of the widely used API for Speech to Text Recognition
➢ It has the best accuracy rate while converting the speech to text
➢ It can understand one of a wide variety of languages and in English it can recognize 14 different
types.
➢ It can insert punctuation into transcription results, including commas, periods and question marks.
➢ It can identify different speakers present in an audio file.
➢ It can automatically detect language used in an audio file.
➢ It supports .mp3 and .wav encoded audio file data.
Speech SentimentGoogle Cloud Speech to Text

4. ❑Sentimental Analysis is the process of Understanding
the emotion of the speech/text whether is positive,
negative or neutral
❑A Sentimental Analysis system for text Analysis
combines natural language processing (NLP) and
machine learning techniques to assign weighted
sentiment scores to the entities, topics, themes and
categories within a sentence phrase.
❑Sentimental Analysis helps in identifying the level of
happiness of the customer and helps in increasing the
customer satisfaction and customer retention rate.
❑It improves the overall Call Center experience for the
customers
❑The POC emphasizes on speech transcription to text
and then find the sentimental score as Positive,
Negative or Neutral.
❑The Sentimental Analysis uses three different word
embedding models , Word2Vec , GLOVE and ELMO
Speech SentimentSENTIMENTAL ANALYSIS

5. Below are the sources which can be used for the Sentimental Analysis
➢ Call Center Data( Phone Speech Data)
➢ Audio Recording Data
➢ Web chat Data
➢ Survey Response
Speech SentimentSOURCE OF DATA

6. Model Name Word
Embedding
Context Sensitive Embeddings Pre Trained Trained On
VADER Word2Vec Context Independent, Word based and
count based predictive model. Do not
take into account word order in their
Training.
Yes It doesn't need any
training data and
works best on
Sentiments expressed
in Social media.
Deep
Learning(Keras)
GLOVE Context Independent and Count based
model. Do not take into account word
order in their Training.
Yes Stanford Movie review
Dataset
Deep
Learning(Keras)
ELMO Context Dependent and memory based
model(LSTM)
No Twitter Data
Speech SentimentWORD EMBEDDINGS

7. Voice to Text Elmo
Sentiment
GLOVE
Sentiment
Vader
Sentiment
What kind of insurance company will not accept a wire transfer from a bank, or
credit/debit cards, and doesn't have any cheaper payment options that can be used in
an emergency, like a check by phone option??
NEGATIVE NEGATIVE NEUTRAL
Online System still has the bug that refuses to accept tick box of “checking” account
for electronic payment.
NEGATIVE NEGATIVE NEUTRAL
I have never seen someone so in love with their warm milk. POSITIVE NEUTRAL VERY POSITIVE
What a wonderful customer support, Thanks XYZ. POSITIVE POSITIVE VERY POSITIVE
I cannot locate the e-billing link anywhere either. It was there every time I went to the
website last year
NEGATIVE NEGATIVE NEUTRAL
My monthly ritual having a fight over the phone with Kaiser permanent because their
online payment system is down and they don't accept the payment over the phone for
Obamacare clients trying to pay online 6-10 times and holding for hours after that
doesn't work.
NEGATIVE NEGATIVE NEGATIVE
I was on hold and just as the phone rang thru after 20 minutes of hold with customer
service before finally giving up. We will get someone to call you back never call me
back right now I am on hold with member service for this wait wait I may die before I
get any help
NEGATIVE NEGATIVE NEUTRAL
I absolutely loved my new iPad Air 2 POSITIVE POSITIVE VERY POSITIVE
I am extremely happy with the online services provided by XYZ. POSITIVE POSITIVE VERY POSITIVE
Finally a proud owner of this beautiful iPhone. POSITIVE NEUTRAL VERY POSITIVE
Fruit just tastes better when you pick it yourself POSITIVE NEGATIVE POSITIVE
ROBERT HARLEY
Member Name
Speech SentimentVOICE TO TEXT

8. Speech
Customers
Customer Care Agent
Machine Learning Algorithm
Google Cloud
Database
Save to DB
Mail to Team
Prediction
Speech to Text
Sentimental Analysis
Speech SentimentSPEECH SENTIMENT FLOW

9. BENEFITS OF USING SPEECH RECOGNITION
▪ Proactive Business Solution
▪ It helps companies to lower the costs
▪ It helps to improve the Service Quality
▪ Enhanced Customer Service
▪ It increases the productivity in the call center
▪ It helps to retain the customer and onboard the new customer
▪ Real time decision making
Speech SentimentBENEFITS OF SPEECH RECOGNITION

10. Speech Sentiment
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