Sentiment Analysis or Opinion Mining determines the emotional tone of customer feedback and classifies it into any of the 5 categories ranging from “strong negative” to “strong positive” for ease of analysis and further action.
Qualitative feedback is extremely valuable in understanding customer experiences. However, given the volume of data and the fact that it is unstructured, it is difficult to use this feedback data as such for making business decisions. It also becomes a challenge to find common or unique customer trends. But with an Automated Sentiment Analysis platform, brands can gain a deeper understanding into the perceptions, opinions and emotions expressed by a customer in a feedback comment or on social media.