---
Title: "What Is Sentiment Analysis? Customer Service Uses"
Url: "https://computer.io/glossary/sentiment-analysis"
Topic: "AI foundations"
Description: "Sentiment analysis uses AI to detect whether text expresses positive, negative or neutral feeling. How it works and how support teams use it."
---

# 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.

## FAQ

### How accurate is sentiment analysis?

Modern models are good on clear text but less reliable with sarcasm.

### What is aspect-based sentiment?

Sentiment about specific topics, like price or support speed.

### Can sentiment analysis work on calls?

Yes, using transcripts and sometimes voice tone.

## Related terms

- [Intent detection](https://computer.io/glossary/intent-detection)
- [Voice of the customer (VoC)](https://computer.io/glossary/voice-of-the-customer)
- [Customer empathy](https://computer.io/glossary/customer-empathy)

## How Computer helps

- [Customer agent](https://devrev.ai/solutions/customer-agent)

## Further reading

- [The role of empathy in customer support](https://devrev.ai/blog/the-role-of-empathy-in-customer-support)