Analyzing customer sentiment through machine learning
What is sentiment analysis
Sentiment analysis is the process of computationally identifying and categorizing opinions expressed in a piece of text, especially in order to determine whether the writer's attitude towards a particular topic, product, etc. is positive, negative, or neutral.
Why sentiment analysis with AI
AI has made formidable progress in the processing of language, also known as Natural Language Processing. Think about all the new home assistants helping you with your groceries !
For companies that have to handle large amounts of text (think about customer messages, media articles, customer reviews), having a solution to automatically detect, for example, negative sentiment towards a new product, is useful. You can know which marketing actions to start or which complaint to handle in priority.
Through sentiment and text analysis, companies can : prioritize urgent requests, identify fakes, analyze customer or supplier behaviour.
In some of our projects, we have used sentiment analysis to predict patterns in price evolution or stocks price evolution. Often, we use available data, but the patterns themselves are hidden from the human eye, as only an AI model can detect them.