Conversations between agents of a contact center and a customer are often transcribed so that text is maintained. However, text conversations consist only of text and omit significant portions of a conversation that are conveyed outside of the specific words spoken. By determining the emotion, tone, or other aspect in a conversation, which may contradict the text content, a data structure may be maintained such that the textual content is annotated with emotion or tonal information and/or utilized in a routing decision to cause a communication network to be altered, such as to include at least one additional node based upon a particular emotion or tone.