System and method for frustration detection

A method for automatically detecting frustration in an interaction, the method comprising:

• identifying in the interaction, by a computer processor, using a set of linguistic rules, natural language patterns related to frustration, wherein the linguistic rules define weights associated with the natural language patterns and rule metadata;
• reviewing, by the computer processor, the rule metadata associated with the identified natural language patterns to identify override attributes, wherein an override attribute is selected from a list consisting of:
• set interaction to frustrated, and set interaction to non-frustrated, wherein:
• if the rule metadata does not include override attributes, then a frustration level in the interaction is determined, by the computer processor, based on the identified natural language patterns and weights associated with the identified natural language patterns;
• if the rule metadata includes a set interaction to non- frustrated override attribute, then the frustration level is determined to be non-frustrated, and
• if the rule metadata includes a set interaction to frustrated override attribute, then the frustration level is determined to be frustrated;
• and
• generating the set of linguistic rules by:
• obtaining a plurality of labeled interactions, wherein a label indicates a known level of frustration in each of the labeled interactions;
• obtaining identification of phrases associated with frustration that are present in the labeled interactions that are labeled as including frustration;
• obtaining a linguistic rule for each of the identified phrases;
• training a classifier to calculate a weight for each of the linguistic rules;
• performing error analysis to evaluate performance of each linguistic rule;
• adjusting the weights based on the error analysis;
• and
• associating metadata to each linguistic rule.