Open AccessMultiple Scene Sentiment Analysis Based on Chinese Speech and Text
Author(s) -
Haiyuan Guo Haiyuan Guo,
Xuegang Zhan Haiyuan Guo,
Chengying Chi Xuegang Zhan
Publication year - 2022
Publication title -
diànnǎo xuékān/diannao xuekan
Language(s) - English
Resource type - Journals
eISSN - 2312-993X
pISSN - 1991-1599
DOI - 10.53106/199115992022023301015
Subject(s) - computer science , sentiment analysis , customer service , speech recognition , feature (linguistics) , natural language processing , service (business) , artificial intelligence , speech synthesis , linguistics , philosophy , economy , economics
This paper proposes a multi-scene sentiment analysis model for Chinese speech and text based on CNN-BiGRU-CTC + ERNIE-BiLSTM. The model is applied to the intelligent customer service scenario. While conducting voice interaction, intelligent customer service can obtain the user’s current emotion, to give a more humane answer and improve the user experience. All the training data sets in this paper adopted public data sets such as Aishell-1 and NLPCC 2014, etc.We have been able to achieve a testing accuracy of about 94.5%. The accuracy is improved by 5.24% compared to the latest speech sentiment analysis model that uses audio as a feature. The advantage of this paper is that it adopts the ERNIE language pre-training model to conduct sentiment analysis on speech signals, which still has a good classification accuracy in the case of individual wrong words in speech recognition.