Classification of transcripts by sentiment

1. A method for classifying a sentiment of a dialog transcript, the method comprising:

training a lexicon, wherein the training comprises:

receiving a training set of dialog transcripts;

splitting the training set into a negative set and a non-negative set based on a seed;

identifying n-grams in the dialog transcripts;

computing, for each n-gram, a polarity score that corresponds to the likelihood of the n-gram having either a negative or a non-negative sentiment, wherein the computing the polarity score for a particular n-gram comprises comparing the frequency of the particular n-gram in the negative set to the frequency of the particular n-gram in the non-negative set;

identifying prominent n-grams based on each n-gram's polarity score;

expanding the lexicon by adding the prominent n-grams, which are not already in the lexicon, to the lexicon; and

repeating the splitting, computing, identifying, and expanding for a plurality of iterations to obtain a trained lexicon, wherein the splitting for each iteration uses the expanded lexicon from the previous iteration; and

classifying the sentiment of the dialog transcript using the trained lexicon wherein the classifying comprises:

receiving a dialog transcript;

selecting an utterance in the dialog transcript;

identifying n-grams in the utterance;

obtaining a polarity score for each n-gram using the trained lexicon;

determining the utterance is negative or non-negative based, at least, on the polarity scores for each n-gram;

repeating the selecting, identifying, computing, and determining for other utterances in the dialog transcript; and

distinguishing the sentiment of the dialog transcript as negative or non-negative based on the negative or non-negative utterances determined in the dialog transcript.

2. The method according to claim 1 , wherein the dialog transcripts in the training set are all of a particular type.

3. The method according to claim 2 , further comprising:

selecting the seed based on the particular type.

4. The method according to claim 3 , wherein the particular type is a telephone call, a text chat, an email, or a website post.

5. The method according to claim 3 , wherein the seed comprises words, phrases, punctuations, or dialog characteristics that, for the particular type, are indicative of a negative or non-negative sentiment.

6. The method according to claim 1 , wherein the identifying n-grams in the dialog transcripts comprises:

for each dialog transcript:

selecting each word in the dialog transcript as a uni-gram;

selecting each group of two sequential words in the dialog transcript as a bi-gram;

selecting each group of three sequential words in the dialog transcript as a tri-gram; and

identifying n-grams in the dialog transcript as the uni-grams, bi-grams, and tri-grams.

7. The method according to claim 1 , wherein:

the polarity score has a sign that corresponds to the sentiment of the n-gram, and wherein:

the polarity score has an amplitude that corresponds to the likelihood that the n-gram is indicative of the sentiment.

8. The method according to claim 7 , wherein the identifying prominent n-grams based on each n-gram's polarity score, comprises:

comparing the amplitude each n-gram to a threshold, and

identifying prominent n-grams as n-grams having a polarity-score amplitude larger than the threshold.

9. The method according to claim 1 , wherein repeating the splitting, computing, identifying, and expanding for a plurality of iterations to obtain a trained lexicon, comprises:

repeating for three iterations or until an iteration results in no expansion of the lexicon.

10. The method according to claim 1 , wherein the identifying n-grams in the utterance comprises:

selecting each word in the utterance as a uni-gram;

selecting each group of two sequential words in the utterance as a bi-gram; and

selecting each group of three sequential words in the utterance as a tri-gram.

11. The method according to claim 10 , wherein determining the utterance is negative or non-negative based, at least, on the polarity scores for each n-gram, comprises:

computing a uni-gram sentiment score as the sum of the polarity scores of each uni-gram in the utterance;

computing a bi-gram sentiment score as the sum of the polarity scores of each bi-gram in the utterance; and

computing a tri-gram sentiment score as the sum of the polarity scores of each tri-gram in the utterance.

12. The method according to claim 11 , wherein the determining the utterance is negative or non-negative based, at least, on the polarity scores for each n-gram, further comprises:

comparing the uni-gram, bi-gram, and tri-gram sentiment scores.

13. The method according to claim 12 , wherein the determining the utterance is negative or non-negative based, at least, on the polarity scores for each n-gram, further comprises:

based on the comparison applying a heuristic to determine that the utterance is negative or non-negative.

14. The method according to claim 13 , wherein the applying a heuristic is:

searching for a prominent word indicating sentiment, or

determining the sentiment of other utterances in the dialog transcript.

15. The method according to claim 1 , wherein the distinguishing the sentiment of the dialog transcript as negative or non-negative based on the negative or non-negative utterances determined in the dialog transcript, comprises:

comparing the number of negative or non-negative utterances in the dialog transcript to a threshold.

16. The method according to claim 1 , wherein the distinguishing the sentiment of the dialog transcript as negative or non-negative based on the negative or non-negative utterances determined in the dialog transcript, comprises:

determining the positions negative utterances in the dialog transcript.

17. A call center transcription system comprising:

a call recorder recording conversations between agents and customers in a call center;

a transcriber receiving the recorded conversations and creating dialog transcripts corresponding to the conversations; and

a sentiment classifier comprising a processor and a memory, wherein the processor executes software stored in the memory to:

receive a dialog transcript from the transcriber;

retrieve a trained lexicon from the memory, wherein the trained lexicon is the product of unsupervised machine learning, wherein the unsupervised machine learning comprises:

analyzing, using a seed, a set of unannotated dialog transcripts to identify negative words and phrases;

adding identified negative words and phrases to the seed to produce an expanded lexicon;

analyzing the set of unannotated dialog transcripts using the expanded lexicon to find new negative words and phrases;

adding the new negative words and phrases to the expanded lexicon to produce a further expanded lexicon; and

repeating the analyzing and adding to produce the machine-generated lexicon that is larger than the seed;

select an utterance from the dialog transcript;

compute, using the trained lexicon, polarities for each uni-gram, bi-gram, and tri-gram in the utterance;

calculate a uni-gram sentiment score, a bi-gram sentiment score, and a tri-gram sentiment score that are based on the sum of the polarity scores for each uni-gram, bi-gram, and tri-gram respectively;

determine that the utterance is negative or non-negative based on the uni-gram, bi-gram and tri-gram sentiment scores;

repeat selecting, computing, calculating, and determining for other utterances in the dialog transcript;

tag the dialog transcript as negative or non-negative based on the determined negative utterances; and

store the tagged dialog transcripts to the memory.

18. The call center transcription system according to claim 17 , wherein an utterance is determined negative when the uni-gram, bi-gram, and tri-gram sentiment scores are all negative.

19. A non-transitory computer readable medium containing program instructions that upon execution by a computer processor cause the processor to:

receive a training set of dialog transcripts;

split the training set into a negative set and a non-negative set based on a seed;

identify n-grams in the dialog transcripts;

compute, for each n-gram, a polarity score that corresponds to the likelihood of the n-gram having a negative or a non-negative sentiment, wherein the computing the polarity score for a particular n-gram comprises comparing the frequency of the particular n-gram in the negative set to the frequency of the particular n-gram in the non-negative set;

identify prominent n-grams based on each n-gram's polarity score;

expand the lexicon by adding the prominent n-grams, which are not already in the lexicon, to the lexicon; and

repeat the splitting, computing, identifying, and expanding for a plurality of iterations to obtain a trained lexicon, wherein the splitting for each iteration uses the expanded lexicon from the previous iteration.