12. The method of claim 7 , further comprising predicting, based on the determination of the perception of the entity by the customer, one or more future actions by the customer.
7. A method comprising: automatically generating, by a computer system, interaction data associated with a recorded interaction between a customer and an associate of an entity, wherein the interaction data comprises: speaker separation data indicating whether the customer or the associate of the entity is speaking in the interaction; and talk-over data indicating one or more instances when the customer and the associate of the entity are speaking over each other; determining, by the computer system from the interaction data, one or more keywords in the interaction between the customer and the associate; determining, by the computer system from the interaction data, an order of the one or more keywords; determining, by the computer system from the interaction data, a grouping of the one or more keywords; and determining, by the computer system based on the keywords, order, grouping, speaker separation data, and talk-over data, a perception of the entity by the customer, the determination of the perception of the entity occurring in real-time after the interaction between the customer and the associate.