Hybrid Emotion Recognition: Enhancing Customer Interactions Through Acoustic and Textual Analysis

This research presents a hybrid emotion recognition system integrating advanced Deep Learning, Natural Language Processing (NLP), and Large Language Models (LLMs) to analyze audio and textual data for enhancing customer interactions in contact centers. By combining acoustic features with textual sentiment analysis, the system achieves nuanced emotion detection, addressing the limitations of traditional approaches in understanding complex emotional states. Leveraging LSTM and CNN models for audio analysis and DistilBERT for textual evaluation, the methodology accommodates linguistic and cultural variations while ensuring real-time processing. Rigorous testing on diverse datasets demonstrates the system's robustness and accuracy, highlighting its potential to transform customer service by enabling personalized, empathetic interactions and improving operational efficiency. This research establishes a foundation for more intelligent and human-centric digital communication, redefining customer service standards.

Can LLMs assist with Ambiguity? A Quantitative Evaluation of various Large Language Models on Word Sense Disambiguation

Ambiguous words are often found in modern digital communications. Lexical ambiguity challenges traditional Word Sense Disambiguation (WSD) methods, due to limited data. Consequently, the efficiency of translation, information retrieval, and question-answering systems is hindered by these limitations. This study investigates the use of Large Language Models (LLMs) to improve WSD using a novel approach combining a systematic prompt augmentation mechanism with a knowledge base (KB) consisting of different sense interpretations. The proposed method incorporates a human-in-loop approach for prompt augmentation where prompt is supported by Part-of-Speech (POS) tagging, synonyms of ambiguous words, aspect-based sense filtering and few-shot prompting to guide the LLM. By utilizing a few-shot Chain of Thought (COT) prompting-based approach, this work demonstrates a substantial improvement in performance. The evaluation was conducted using FEWS test data and sense tags. This research advances accurate word interpretation in social media and digital communication.