Encyclopedia
Sentiment analysis
What sentiment analysis is, where it is used in customer contact, and its limits.
Sentiment analysis is the task of judging the emotional tone of a piece of text, typically whether it is positive, negative or neutral.
Where it is used in customer contact
- Prioritising: pushing angry or urgent messages to the front of the queue.
- Escalating: handing a frustrated customer to a human sooner.
- Measuring: tracking overall satisfaction across many conversations.
- Tone: helping an agent match its wording to how the customer feels.
Its limits
Sentiment is a signal, not a verdict. Sarcasm, mixed feelings and cultural differences are hard to read, and a single label flattens a nuanced message. It works best as one input among several, informing how a conversation is handled rather than deciding it outright.
From reference to practice
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