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We adjust sentiment analysis techniques to automatically detect customer emotion in on-line service interactions of multiple business domains. Then we use the adjusted sentiment analysis tool to report insights into the dynamics of emotion in on-line service chats, using a large dataset of telecommunications customer service interactions. Our analyses show customer emotions start out negative and evolve into positive feelings, as the interaction unfolds. Also, we identify a close relationshipdoi:10.1145/3184558.3191628 dblp:conf/www/Yom-TovAANBWR18 fatcat:kynd3satozcvfbfwru476c6uuq