METHOD AND SYSTEM FOR ANALYZING CUSTOMER CALLS BY IMPLEMENTING A MACHINE LEARNING MODEL TO IDENTIFY EMOTIONS

A method and system for voice emotion identification contained in audio in a call providing customer support between a customer and a service agent by implementing an emotion identification application to identify emotions captured in a voice of the customer from audio received by a media streaming device; receiving, by the emotion identification application, an audio stream of a series of voice samples contained in consecutive frames from audio received; extracting, by the emotion identification application, a set of voice emotion features from each frame in each voice sample of the audio by applying a trained machine learning (ML) model for identifying emotions utilizing a neural networks to determine one or more voice emotions by a configured set of voice emotion features captured in each voice sample; and classifying, by the emotion identification application, each emotion determined by the trained ML model based on a set of classifying features to label one or more types of emotions captured in each voice sample.