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Sentiment analysis on real-time call
Tags: rest api
Jul 24, 2019 at 4:27pm   •   3 replies  •  0 likes
Gavin Convery

Hey all,

I am looking for some guidance here on how to achieve a specific goal, this is to have sentiment analysis carried out on a real-time active call. Which when certain language is used on a call, a trigger or alert is generated to send to another user. What is the best approach to get this started? I have read over:

It does mention implementing webhooks and or push notifications but I would like some advice on the best way to get started with this from someone that has made this kind of configuration in the past.

Thanks in advance

3 Answers
answered on Sep 25, 2019 at 10:39am  

You can get real time audio stream using the softphone SDK

answered on Jul 24, 2019 at 10:53pm  

Right now, there is no API to access a call's real-time audio stream. Therefore, what you want is not doable. However, in a near future, RingCentral will support real-time call monitoring feature so that an admin user can "listen" on any active call under the same account, which would enable developers to further develop applications to monitor a call. In your case, you can use any 3rd party speech recognition service such as Google Cloud platform (support auto language detection), AWS, IBM Watson etc. to transcribe a conversation in real time, and use sentiment analysis service from AI companies to achieve your goal.

If you are interested, read this article for more information about applying data analytics on call recordings.

answered on Jul 24, 2019 at 9:37pm  

Hi Gavin, I haven't come across using this deep way of sensing and understanding the language and then sending a push notification on the same, but for now - may be this can be done by recording a call and then analyzing it - For recording a call you can get a push notification which can be used from here - - Lets see if anyone else has used this feature.


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