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MikeLawrence-4670 avatar image
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MikeLawrence-4670 asked ·

Azure: sentiment for recordings/text

Greetings,




I'm looking at different approaches to do text sentiment on recordings from a call center. I'm hopping some one can point me to some demos of the best approach.

I looked at a demo of Azure Text Analytics API and it looks way cool. I'm hoping someone can show me a demo of doing this with the Media Services API. I found what's below which might be what I really want, but I'm not sure if there is a demo of who to set this up.

Thanks for any direction,

  • Mike Lawrence


https://docs.microsoft.com/en-us/azure/media-services/latest/analyzing-video-audio-files-concept





Call centers – Even with the advent of social media, customer call centers still facilitate a large percentage of customer service transactions. Encoded in this audio data is a wealth of information about customers that can be analyzed to improve product roadmaps and also train call center employees to achieve higher customer satisfaction. By using Azure Media Indexer, customers are able to extract text and build a search index and dashboards to extract intelligence around most common complains, source of complains and other such relevant data.



Analyze recorded videos or audio content. For example, to achieve higher customer satisfaction, organizations can extract speech-to-text and build search indexes and dashboards. Then, they can extract intelligence around common complaints, sources of complaints, and other relevant data.




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1 Answer

ajkuma-MSFT avatar image
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ajkuma-MSFT answered ·

@MikeLawrence-4670, Welcome to Microsoft Q&A! Thanks for posting this good question.

I suggest you take a look at the approach, test with the sample charted in the document –Azure Technology for Call Centers – the doc captures and outlines the exact scenario/requirement you described - A typical speech service for telephony data- Call Centers, internally we are using the technologies highlighted in the document to analyze in real-time Microsoft customer calls as they happen, as illustrated in the following diagram.

alt text





Having mentioned above, Azure Media Service & Azure Cognitive Service forums are yet to be migrated to Q&A. Feel free to post your question directly on the MSDN forum for the service (Azure Cognitive Service forum /Azure Media Service forum) for receiving inputs from the targeting audience.


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