When is sentiment analysis used?

With sentiment analysis all incoming messages, comments, reviews, emails, and text messages can be analysed and given a sentiment score. When you explain sentiment analysis, then, covering the opportunities to use the technology is a must.

In customer service, live chat sentiment analysis gives support agents a real-time feed of how customers are feeling. Meanwhile, requests, emails and support tickets can be assigned a sentiment score to give a sense of urgency and priority to each issue.

Elsewhere, sentiment analysis can help track social media mentions. It can flag up external reviews of your business or content. It can also give insight into the reception of your marketing efforts.

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