Multimodal Sentiment Analysis for Video Call Recordings

An organization conducting large volumes of customer and internal videocalls wanted deeper insight into sentiment, engagement, and interaction quality across conversations.

The Challenge

• Manual review of video calls was not scalable
• Text-only sentiment analysis missed tone, emotion, and context
• Lack of actionable insights from recorded interactions
•  No standardized way to measure engagement or satisfaction

Solution Approach Pentagon implemented a multimodal AI solution on AWS to analyze video call recordings using text, audio, and visual signals.

Solution Highlights

•  Speech-to-text conversion for conversation analysis
•  Audio tone analysis to detect emotion and stress
•  Visual cues such as facial expressions and engagement levels
•  Aggregated sentiment scoring across multiple dimensions

Business Outcomes

• Holistic understanding of customer and employee sentiment
• Faster identification of negative interactions and risks
•  Improved coaching and quality assurance
•  Data-driven insights into engagement and satisfaction trends