A dialogue emotion analysis method and device, a storage medium and a processor. The method comprises: obtaining dialogue content between a first user and a second user (S202), wherein the first user is a service provider and the second user is a service object; performing separate emotion analysis on each message in the dialogue content to obtain a first analysis result, and performing overall emotion analysis on the dialogue content on the basis of the first analysis result of emotion analysis of each message to obtain a second analysis result (S204); and determining emotion change trends of the first user and the second user in the dialogue content at least according to the first analysis result and the second analysis result, respectively (S206). The method solves the technical problem in related art of subjective assumptions about the emotion tendency of the dialogue content between a consumer and a customer service representative due to the own understanding and judgment of the customer service representative.
DIALOGUE EMOTION ANALYSIS METHOD AND DEVICE, STORAGE MEDIUM AND PROCESSOR