Sentiment &

Emotion
Get a feeling for
how your customers feel
 The Research Team

Exploring emotion in Working with words to Your guide to

the tone of your voice find meaning conversational patterns

Anya Korneyeva Jamie Brandon Conrad Liburd

Research Engineer Data Scientist Feature Engineer
Why are we here?

Take both customer emotion and behavior into consideration to build a true loyalty measurement equation. One without the other
leaves marketers with an inaccurate view of an acquired or lost customer.

- Collins, Emily. "Improve Loyalty Measurement With Behavioral And Emotional Metrics.“ Forrester Research, October 2019

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 Emotion
 Internal experience
 Transient
 Physiological

Example: fear

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 Emotion Sentiment
 Internal experience  Verbally expressed
 Transient  Lasting opinion
 Physiological  Conscious

Example: fear Example: “I love this movie!”

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 Anger Joy

Frustration Appreciation

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Emotiment!

Anger Joy

Frustration Appreciation

Use emotion and sentiment to measure customer loyalty

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How Do We Measure Emotion?
Emotion in What We Say and How We Say It

Conversation DNN for

Agitation, Tempo, Silence
Patterns Acoustics
CX Solution Pack & Auto DNN for
Emotion Solution Pack Categories Sentiment

Both Verbal and Non-Verbal Signals are Essential

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CX Solution Pack
 89 categories
 VoC, VoE
 Ease, Effectiveness, Emotion
 Customer Loyalty
 Customer Effort

= CX score on EVERY call

What was said

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Emotion Solution Suite
 Tuned to the contact center
 Categories
 Scores
 Real-time alerts
 Visualizations

What was said

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Research to Reality: Search Suggestions

 “disrespected”
 Conceptual search
 Smaller distance  similarity

What was said

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Research to (Almost) Reality: Custom Solutions Pack
 How difficult was it take to
customize the solution
packs?
‒ Build it in another language
 More data,
better solutions pack
 Negative Sentiment - Angry

What was said

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What is CallMiner currently researching?

3blue1brown.com
What was said
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What would you do with emotional moments?

What was said

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What would you do with emotional moments?

What was said

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When Can I Have It?

CX Solution Pack & Auto DNN for

Emotion Solution Pack Categories Sentiment

Today Soon Distant

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How Do We Measure Emotion?
Emotion in How We Say It

Conversation DNN for

Agitation, Tempo, Silence
Patterns Acoustics

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Measuring Tone in Eureka Today

Currently Available:
 Agitation
 Pauses
 Tempo
 Sequence of silences and interruptions via the API

How it was said

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What is a Conversational Pattern?

 New Customer’s first call (Trust pattern):

‒ Things have been working fine with your internet and you are
enjoying the service but for some on reason you have no
internet. The service has been great so far. You really love those
guys!!
 New Customer’s fifth call (don’t waste my time pattern):
‒ Nothing fixed yet. Transferred 5 times today. Calling again don’t
want to waste my time with customer service. I need an expert.

How it was said

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We Doin’ it Without Words Baby! - Derived Features

 New Customer’s first call (Trust pattern): Eureka Patterns

sp sp
sp1 sp2 sp2 sp2
1 1

 New Customer’s fifth call (don’t waste my time pattern):

sp
sp1 sp2 sp1 sp2 sp1
2

sp1
sp1 sp2 = Agent
= Customer & sp2
How it was said
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The Struggle is Real
Customer
shares
information

English Agent tries Spanish

to gain Call 2
Call 1 control

Customer’s
continues with
increasing
intensity

How it was said

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How Do We Measure Emotion?
Can you tell the emotion from just the tone?

How it was said

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How Do We Measure Emotion?
Can we really tell from just the tone?

How it was said

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Challenges of pure acoustics

How it was said

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Future: acoustics for intensity, words for meaning

How it was said

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How Do We Measure Emotion?
Emotion in What We Say and How We Say It

Conversation DNN for

Agitation, Tempo, Silence
Patterns Acoustics
CX Solution Pack & Auto DNN for
Emotion Solution Pack Categories Sentiment

Today Soon Distant

Both Verbal and Non-Verbal Signals are Essential

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 The Research Team

Anya Korneyeva Jamie Brandon Conrad Liburd

Research Engineer Data Scientist Feature Engineer
AI Talks Tomorrow

 Wednesday, 11:15 am
EXP-05: Applying AI and ML to Drive Velocity to Vision from Your Data
(Mike Dwyer and Yang Liu)

 Wednesday, 1 pm
EXP-07: Letting your Data Lead – Using AI Search Suggestions
(Kirsten Stallings, Conrad Liburd, and Jamie Brandon)

 Wednesday, 3:15 pm
EXP-09: Harvesting Your Data for AI
(Yang Liu and Kirsten Stallings)
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