Sentiment Analysis using Speech Recognition for Improved Customer Operations Using Convolutional Neural Networks

This paper presents the application of advanced speech recognition technologies to transcribe and analyze customer interactions, enhancing both business efficiency and customer experience. Motivated by the need for human-like interaction in automated systems, our work introduces “Humanization through Automation,” a system designed to retain personal touches while optimizing operational efficiency. The approach involves capturing high-quality audio, followed by noise reduction and normalization to facilitate effective feature extraction using Spectrogram Conversion and Mel-Frequency Cepstral Coefficients (MFCC). The use of Convolutional, Pooling, and Dropout Layers refines detail detection and reduces overfitting, while Fully Connected Layers integrate and analyze features, using activation functions for accurate classification and sentiment analysis. By embedding sentiment detection within Interactive Voice Response (IVR) systems via Convolutional Neural Networks (CNNs), our system can interpret emotional tones, allowing dynamic responses and connecting customers with suitable representatives based on emotional state. This integration of speech recognition and sentiment analysis not only elevates interaction quality but also strengthens customer relationships, optimizes sales strategies, and fosters organizational growth, transitioning from traditional customer service models to solutions emphasizing efficiency and personalization.