Sentiment

Analyze sentiment to view a speaker's expressed feeling or enthusiasm about a specific topic.

To analyze sentiment, Symbl.ai combines the Conversations API Speech-to-Text messages, usually sentences, with Topics. For a given conversation, the Topics algorithm analyzes each message and provides a sentiment polarity score (-1.0 to +1.0) and suggest a sentiment type of positive, neutral, or negative.

Authentication

Before using this API, generate your authentication token (AUTH_TOKEN) as described in Authenticate.

Speech-to-text and topics requests

Start by processing a conversation. The result is a conversation ID and a raw transcript.

Pass the conversation ID in a Get members request. The response is a transcript formatted to support conversation intelligence.

Pass the conversation ID in a Get topics request, with parameter sentiment=true.

For Topics level analysis, the sentiment algorithm analyzes the messages and factors in the sentiment for each topic.

API responses

{
    "messages": [
         {
             "id": "6412283618000896",
             "text": "Best package for you is $69.99 per month.",
             "from": {
                 "name": "Roger",
                 "email": "[email protected]"
             },
             "startTime": "2020-07-10T11:16:21.024Z",
             "endTime": "2020-07-10T11:16:26.724Z",
             "conversationId": "6749556955938816",
             "phrases": [
                {
                    "type": "action_phrase",
                    "text": "$69.99 per month"
                }
             ],
             "sentiment": {
                "polarity": {
                    "score": 0.6
        }       ]
}

{
    "topics": [
        {
            "id": "5907389282779136",
            "text": "interns",
            "type": "topic",
            "score": 0.7178597920690242,
            "messageIds": [
                "4600982711304192",
                "5487363432120320",
                "6109794119188480"
            ],
            "sentiment": {
                "polarity": {
                    "score": 0.389
                },
                "suggested": "positive"
            },
            "parentRefs": []
        }     ]
}

Parameters

Parameter	Description
`polarity`	The intensity of the sentiment. Intensity ranges from -1.0 to 1.0, where -1.0 is the most negative sentiment and 1.0 is the most positive sentiment.
`suggested`	Display the suggested sentiment type of negative, neutral, or positive.

Suggested sentiment

The sentiment polarity ranges and suggested sentiment types cover a wide range of conversations.

Polarity may vary for your use case. Define a threshold that works for your environment. Then adjust the threshold after testing and verifying results.

Polarity	Suggested Sentiment
-1.0 => x < -0.3	negative
-0.3 => x <= 0.3	neutral
0.3 > x <= 1.0	positive