Escalation detection using sentiment analysis

Abstract

Systems an methods of computer-based escalation detection are disclosed. In embodiments, a method includes: determining an occurrence of an interaction event between a first and second party within a recording including audio data; analyzing the audio data; determining an escalation during the interaction event to generate escalation data; partitioning each interaction event into a plurality of sections; assigning a sentiment score for each of the plurality of section; calculating an overall sentiment score for the interaction event, wherein the saved escalation data includes the overall sentiment score; graphing the overall sentiment score for the interaction event with a plurality of additional overall sentiment scores from respective additional interaction events to produce a graph of sentiment scores over time; and detecting a pattern of increasing of decreasing overall sentiment scores over time based on the graph.