Srikanth Balla. “Emotional Sentiment Detection in CRM Communications for Real-Time Escalation Triggers”. International Journal of Multidisciplinary Innovation and Research Methodology, ISSN: 2960-2068, vol. 2, no. 1, Mar. 2023, pp. 83-101, https://ijmirm.com/index.php/ijmirm/article/view/219.