What is Sentiment Analysis? #
Sentiment Analysis uses AI, NLP, and machine learning to classify emotional tone in text. It transforms vast, unstructured data—like social media, reviews, and chat logs—into actionable insights, moving businesses from reactive to proactive strategies. This capability is crucial for understanding customer opinions at scale, enhancing customer experience, and gaining a competitive edge.
How Our Sentiment Analysis Service Works #
This guide explains how the Sentiment Analysis Service operates from a client perspective, focusing on its core functionality and user experience.
When you open a Contact chat page you will see a new thermometer-like icon indicating the sentiment of that contact right under the profile picture at the right of the page, this icon is also placed right under every scanned contact profile picture in the chat history section at the left.
How a Scan Works #
- Analysis Focus: The service focuses on messages from the last 14 days to calculate the sentiment score.
- Efficient Updates: It intelligently identifies and analyzes only new messages or days that haven’t been processed since the last scan.
- Score Calculation: A weighted average sentiment score is calculated, giving more importance to recent days’ data.
- Update Frequency: To ensure optimal performance and resource management, you can run a scan for the same contact only after a minimum 15-minute cooldown period has passed since the last scan.
What to Expect #
- First-Time Use: If there’s no previous sentiment data for a contact, the service will analyze the full 14-day window of available messages.
- No Messages Found: If there are no messages to analyze for a contact, the service will indicate that no score can be generated.
- Scanning Too Soon: If you attempt to run a scan for a contact less than 15 minutes after the last one, the system will not process the new request.
- Scan Already in Progress: If a scan is already running for a contact, any new requests for that contact will be held until the current scan is complete.
Real-World Applications #
Sentiment Analysis offers versatile applications across business functions:
- Customer Service: Quickly identify dissatisfied customers and urgent issues for proactive resolution.
- Marketing & Brand Management: Track brand perception and campaign effectiveness in real-time.
- Product Development: Gather unfiltered feedback to guide product roadmaps and innovation.
- Market Research: Monitor industry trends and competitor sentiment for strategic insights.
- Public Relations: Gauge public perception to proactively manage reputation.
Conclusion #
The Sentiment Analysis service simplifies transforming unstructured text into actionable insights. It’s an indispensable tool for enhancing customer satisfaction, protecting brand integrity, optimizing product development, and gaining a competitive edge.
