In addition to sentiment analysis

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agent-customer conversation text Extract phrases andkeywords Assign a score for sentiment to each replica Aggregate scores to bringout a score for the conversation To be able to assign a sentiment score in thethird step, the sentiment analysis system uses a “sentiment dictionary”. Thisis a very large collection of adjectives (for example: good, bad, wonderful,horrible, happy, sad) and phrases (for example: I like it, I don't like it,it's great , it doesn't suit me, it's wonderful, it's horrible) which wereassigned a score by hand. So, for example, expressions that contain “I like”will be classified as “positive” while messages containing “I don't like” willbe classified as “negative”. one can alsomeasure the loudness of the customer's

and agent's speech and use this information to complete thesentiment analysis. For example, loud noise accompanied by a negative feelingcan be a strong indicator of discontent. However, you will need to read or hearthis part of the conversation to try to understand and resolve the  Chinese Malaysia Phone Number List problem. Howto use this tool in a call center? The benefits of sentiment analysis in a callcenter are numerous. The first is saving time. In fact, managers become moreefficient because they no longer need to analyze sentiment manually and listento all conversations. A first course of action may be to spot conversationswith a high level of negative feelings. Then, we can use these conversations tobetter coach agents and give them new directives. We can also use these

conversations to offer personalized service to the customerand better meet their needs. We can also identify agents with the highestlevels of positive emotions and conversations to reward them, encourage themand make them ambassadors. Additionally, it can be interesting to visualizesentiment trends and correlations such as: Sentiment trends for an agent, ateam, a client Sentiment trends based on a product, service, or marketingcampaign The correlation between customer sentiment and call duration, non-talktime And, to be able to make, based on this information, relevant decisions toimprove the feeling of the customer and the agent. To conclude, sentimentanalysis in a call center brings unprecedented value to the brand by helping itgain important insights into what makes the customer happy or unhappy andimprove the customer experience. According to a recent study, 84% of companiesthat sought to improve their customer experience saw an increase in profits.The analysis tool which was still