@article{howangryareyourcustomerssentiment,
  title = {How angry are your customers? Sentiment analysis of support tickets that escalate},
  author = {Colin Werner and Lloyd Montgomery and Sanja Dodos and Gabriel Tapuc and Diksha Sharma and Daniela Damian},
  year = {2020},
  eprint = {2010.13684},
  archivePrefix = {arXiv},
  url = {https://arxiv.org/abs/2010.13684v1},
}