一路走来的话语--对话式情绪分析

At PayPal, as customer champions, we believe in leaving no stone unturned to delight our customers. Even when millions of contacts are established by customers day after day, either with bots or with our customer support agents, we strive to listen to the conversations deeply and from a place of empathy. By listening to what is said and what is left unsaid in those conversations, we re-imagine and reinvent our offerings to cater to our customers’ needs.

在PayPal，作为客户拥护者，我们相信要不遗余力地取悦我们的客户。即使客户日复一日地与机器人或我们的客户支持人员建立了数以百万计的联系，我们仍努力从同情的角度深入倾听这些对话。通过倾听这些对话中所说的和未说的，我们重新想象和重塑我们的产品，以满足我们客户的需求。

Conversations usually involve many speakers, speaker-level context, and inter-speaker dependency, rendering sentiment analysis of a conversation complex.

对话通常涉及许多说话人、说话人层面的背景和说话人之间的依赖关系，这使得对话的情感分析变得复杂。

This blog explores challenges, methodologies, and datasets around conversation sentiments and how PayPal analyses sentiments in our customer support conversations.

这篇博客探讨了围绕对话情感的挑战、方法和数据集，以及PayPal如何分析我们客户支持对话中的情感。

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由rawpixel.com创建的人物矢量 -www.freepik.com

Business Use Case

业务使用案例

Sentiment analysis is a popular Natural Language Processing (NLP) use case. It is used in product reviews and comments, but sentiment analysis is beginning to be applied to conversations and dialogues as well.

情感分析是一个流行的自然语言处理（NLP）用例。它被用于产品评论和意见，但情感分析也开始被应用于对话和交谈中。

Conversational Sentiment Analysis helps to detect the polarity and emotion of speakers based on an ongoing interaction. Knowing how a customer feels during a conversation has multiple use cases in both offline and online modes.

对话式情绪分析有助于根据正在进行的互动检测说话者的极性和情绪。了解客户在对话中的感受在离线和在线模式中都有多种用例。

Online:

在线。

• Real-time or near real-time sentiment allows chat bots or customer support agents to provide appropriate and empathetic responses.
• 实时或接近实时的情感使聊天机器人或客户支持代理能够提供适当的、有同情心的回应。
• Timeline views of trends in the customer’s sentiments enable the customer support agents to review the customer’s prior sentiments and start a new session with adequate preparation and knowl...