Abstract: Sentiment analysis of customer service hotline plays a decisive role in the development of enterprise core businesses,and can enhance customers’ loyalty.Traditional hotline emotional analysis methods use the ways of manual recording or random sampling,which not only consume manpower but also can’t guarantee accuracy,and the main problem is it cannot reflect customer’s emotion objectively,and ultimately affects the quality of service enterprises.Accor-ding to the background of the project and the existing offline audio files of Gas Company,hybrid algorithm of acoustic features and domain sentiment lexicon was proposed,which is used in the data analysis of customer service hotline and identifying customer sentiment(negative,non-negative).The experimental results show that the algorithm has an efficient recognition effect on the project practice,especially the combination of field of the sentiment lexicon.

Key words: Acoustic features, Customer service hotline, Sentiment analysis, Sentiment lexicon