Electronic communication system and method with sentiment analysis
Electronic communication methods and systems for determining sentiment associated with a communication, conveniently displaying indicia of the sentiment information, and scoring the sentiment information are disclosed. The methods and systems can include associating an emoji with a sentiment and annotating information, for example, a highlight reel or a waveform, with the emoji.
1. An electronic communication system comprising:
a communication server;
a sentiment determination system coupled to the communication server;
one or more devices coupled to the communication server; and
a highlight reel production module to generate information annotated with one or more emojis indicative of sentiment;
wherein the sentiment determination system determines a sentiment during an electronic communication and generates information comprising the one or more emojis corresponding to the sentiment to illustrate sentiment versus time, wherein the one or more emojis are linked to audio and/or transcribed information;
wherein the sentiment determination system generates an acoustic wave form associated with the one or more emojis and is configured to select a section of the audio information by scrolling a cursor over the acoustic waveform.
2. The electronic communication system of claim 1 , further comprising a call recorder to record the audio information during an electronic communication between the one or more devices and the communication server.
3. The electronic communication system of claim 2 , further comprising a transcription module to transcribe the audio information.
4. The electronic communication system of claim 1 , wherein the sentiment determination system comprises a sentiment extraction engine.
5. The electronic communication system of claim 1 , further comprising a database comprising emoji information and corresponding sentiment information.
6. The electronic communication system of claim 1 , wherein the information annotated with one or more emojis indicative of sentiment further comprises an average sentiment emoji corresponding to an average sentiment for the electronic communication.
7. The electronic communication system of claim 1 , wherein a user can select an emoji to hear audio information corresponding to the sentiment associated with the selected emoji.
8. The electronic communication system of claim 1 , further comprising a score calculation module.
9. The electronic communication system of claim 8 , wherein the score calculation module determines a sentiment score associated with a caller.
10. The electronic communication system of claim 8 , wherein the score calculation module determines a sentiment score associated with an agent.
11. An electronic communication method comprising the steps of:
establishing an electronic communication;
transcribing at least a portion of a recording of the communication to generate transcribed information;
determining one or more sentiments associated with the at least a portion of the transcribed information;
generating annotated information comprising one or more emojis associated with each of the one or more sentiments;
selecting an emoji of the one or more emojis to hear audio information associated with a sentiment corresponding to the selected emoji; and
generating an acoustic wave form associated with the one or more emojis and selecting a section of the audio information by scrolling a cursor over the acoustic waveform.
12. The electronic communication method of claim 11 , further comprising the step of generating an audio recording of at least a portion of the communication.
13. The electronic communication method of claim 11 , further comprising the step of generating a highlight reel.
14. The electronic communication method of claim 11 , further comprising the step of generating an emoji score associated with a customer.
15. The electronic communication method of claim 11 , further comprising the step of generating an emoji score associated with an agent.
16. The electronic communication method of claim 11 , further comprising the step of generating a summary of emoji scores associated with the agent.
17. The electronic communication method of claim 11 , further comprising the steps of:
generating an emoji score for the electronic communication; and
comparing the emoji score for the electronic communication to a prior communication emoji score.
18. An electronic communication system comprising:
a communication server;
a sentiment determination system coupled to the communication server; and
one or more devices coupled to the communication server, wherein the sentiment determination system comprises:
a sentiment extraction engine; and
a database comprising emoji information and corresponding sentiment information;
wherein at least one emoji of the plurality of emojis is selectable to hear audio information associated with a sentiment corresponding to the selected emoji; and
wherein the sentiment determination system generates an acoustic wave form associated with the one or more emojis and is configured to select a section of the audio information by scrolling a cursor over the acoustic waveform.
19. The electronic communication method of claim 18 , further comprising the steps of:
generating an emoji score for the electronic communication; and
comparing the emoji score for the electronic communication to a prior communication emoji score.