Communication is a key method of expressing one's thoughts and opinions. Amongst many modalities, speech and writing are the most powerful and common forms of human communication. Analysing what and how people think has inherently been an interesting and progressive research domain. This includes bimodal sentiment analysis which is an emerging area in natural language processing (NLP) and has received a great deal of attention in recent years in a variety of areas including social opinion mining, health care, banking, and so on. At present, there are limited studies on bimodal conversational sentiment analysis as it proves to be a challenging area given the complex nature of the way humans express sentiment cues across various modalities. To address this gap, a comparison of the performance of multiple data modality models has been conducted on the MELD dataset, a widely-used dataset for benchmarking sentiment analysis within the research community. Our work then demonstrates the results of combining acoustic and linguistic representations. Lastly, our proposed neural network-based ensemble learning technique is employed over six transformer and deep learning-based models, achieving a State-Of-The-Art (SOTA) accuracy.

Contact centres have been highly valued by organizations for a long time. However, the COVID-19 pandemic has highlighted their critical importance in ensuring business continuity, economic activity, and quality customer support. The pandemic has led to an increase in customer inquiries related to payment extensions, cancellations, and stock inquiries, each with varying degrees of urgency. To address this challenge, organizations have taken the opportunity to re-evaluate the function of contact centres and explore innovative solutions. Next-generation platforms that incorporate machine learning techniques and natural language processing, such as self-service voice portals and chatbots, are being implemented to enhance customer service. These platforms offer robust features that equip customer agents with the necessary tools to provide exceptional customer support. Through an extensive review of existing literature, this paper aims to uncover research gaps and explore the advantages of transitioning to a contact centre that utilizes natural language solutions as the norm. Additionally, we will examine the major challenges faced by contact centre organizations and offer recommendations for overcoming them, ultimately expediting the pace of contact centre automation.

Human communication is predominantly expressed through speech and writing, which are powerful mediums for conveying thoughts and opinions. Researchers have been studying the analysis of human sentiments for a long time, including the emerging area of bimodal sentiment analysis in natural language processing (NLP). Bimodal sentiment analysis has gained attention in various areas such as social opinion mining, healthcare, banking, and more. However, there is a limited amount of research on bimodal conversational sentiment analysis, which is challenging due to the complex nature of how humans express sentiment cues across different modalities. To address this gap in research, a comparison of multiple data modality models has been conducted on the widely used MELD dataset, which serves as a benchmark for sentiment analysis in the research community. The results show the effectiveness of combining acoustic and linguistic representations using a proposed neural-network-based ensemble learning technique over six transformer and deep-learning-based models, achieving state-of-the-art accuracy.