What is sentiment analysis?
Sentiment analysis is the use of natural language processing and AI to detect the emotion or opinion in text, such as whether a customer message is positive, negative or neutral. Support teams use it to prioritize frustrated customers and track satisfaction across every conversation.
Uses in support
| Use | Example |
|---|---|
| Prioritization | Escalate angry customers |
| Quality | Track sentiment by agent |
| Insights | Negative trend after release |
| Churn risk | Feed health scores |
Example
"This is the third time I've asked" → negative, high frustration → priority up.
Limits
Sarcasm, mixed feelings and domain language can confuse models.
