Sentiment Analysis

Sentiment Analysis is the process of using natural language processing (NLP) and machine learning to detect and interpret emotions in text, speech, or chat interactions. It identifies whether a customer’s tone or message conveys positivity, negativity, or neutrality.

In contact centers, sentiment analysis helps gauge customer satisfaction in real time, alerting supervisors when frustration or dissatisfaction is detected. Over time, it also uncovers recurring issues and emotional patterns, helping brands refine communication strategies and improve overall CX.