Sentiment analysis is a natural language processing (NLP) methodology brought into use to determine whether a customer’s emotion for a product or service is positive, negative, or neutral. It’s often utilized by organizations to witness sentiment in customer data, evaluate brand reputation, and understand customer behavior.
By gauging customer sentiment it is possible to strategize accordingly and assess customer feedback for improving brand image and awareness. It helps businesses decipher stress levels in a contact center environment for both agents and customers. Emotion detection sentiment analysis enables going beyond polarity i.e. positive or negative to detect emotions, like happiness, frustration, anger, and sadness.
