SENTIMENT ANALYSIS OF INCOMING CALLS ON

HELP DESK

College: Velammal Engineering College, Surapet, Chennai.

Department: Artificial Intelligence & Data Science
College code:1132
Theme: Smart Town/City
Guide Name: Mrs. R. Kavitha
Team Leader: Devi.T
Team Members: Arjun.V.L, Santhosh.G, Yuvashree.P
Problem Statement:

How might we create an AI-powered sentiment analysis solution

specialized in interpreting emotions within social media content?
Empowering individuals and organizations to manage online
reputation and perception effectively.
Abstract:
Sentiment analysis for help desk calls uses AI and natural language
processing to categorize customer feedback. It identifies sentiments as
positive, negative, or neutral, providing crucial insights into customer
satisfaction.Benefits include real-time monitoring of satisfaction
trends and early detection of product or service issues. It helps
pinpoint areas for improvement, like addressing common customer
grievances. The analysis evaluates help desk agent performance,
distinguishing top performers and those needing extra training to
enhance customer support.
Idea description:
• Utilizing sentiment analysis for incoming help desk calls offers
significant benefits. This advanced method leverages artificial
intelligence and natural language processing to extract and assess
subjective customer feedback, categorizing sentiments as positive,
negative, or neutral. This provides invaluable insights into
customer satisfaction. The key advantages encompass continuous
monitoring of customer satisfaction trends, enabling organizations
to promptly identify shifts in sentiment that could signal
underlying product or service issues. Additionally, sentiment
analysis acts as a powerful tool for identifying specific areas for
improvement, such as common customer grievances, facilitating
targeted enhancements in customer support.
Furthermore, this analysis plays a pivotal role in evaluating the
performance of help desk agents. It allows organizations to
acknowledge consistently well-performing agents and identify those
who may benefit from additional training, ultimately elevating the
overall customer support experience.
Technology Stack:
• Natural Language Processing(NLP) using Recurrent Neural
Networks (RNNs)
• Programming language: Python

Flow Diagram and Architecture:

Show stopper:
1. Audio-to-text conversion: Transcribing spoken words into text.
• Accurate transcription of spoken conversations into text.
• Handling background noise, multiple speakers, and accents.
2. Data privacy: Handling sensitive customer information.
• Protecting sensitive customer information during analysis.
• Complying with data privacy regulations (e.g., GDPR, HIPAA).
3. Contextual nuances: Capturing the full meaning of conversations.
• Capturing the full context of conversations, including sarcasm,
tone, and humor.
• Avoiding misinterpretation of sentiment due to linguistic nuances.