1 min read

What is customer sentiment analysis?

Customer sentiment analysis is crucial to reduce the different emotions that your customers are having while exploring your products and services. Sentiment analysis metrics can provide you with eye-opening insights, which in turn can help you offer more of what makes your customers happy.

Customer sentiment analysis is the process of automatic detection of emotions when customers interact with your products, services, or brand. Customer sentiment analysis is done through Natural Language Processing (NLP) or a set of algorithms that can detect whether the customers’ emotions are positive, negative, or neutral.

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Customer sentiment analysis algorithms primarily use two parameters to analyze customer communications and categorize them:

  1. Polarity – indicates whether the emotions are positive or negative.
  2. Magnitude – indicates how strong are the emotions exhibited by the customer.
A Guide to Customer Sentiment Analysis (and Why It Matters)
Analyzing customer sentiment analysis plays a vital role to understand consumer feedback and how you can use it to improve your customer service experience.
https://www.revechat.com/blog/customer-sentiment-analysis/

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