The term sentiment analysis is one that has been popping up on browsers over the past few years, but more recently of late as firms and brands grapple with staying afloat during the COVID-19 pandemic.
But what does it mean and why is it so important, especially of late?
Sentiment analysis is effectively the process of understanding the meaning behind the words spoken and terms shared. To put it simply, it is media monitoring.
It allows for live agents and their AI counterparts to grade whether articles and posts or even broadcasts have been a success.
For example, a post is shared on Instagram by a retail brand. It racks up 7,000 likes which is a clear indicator it’s been viewed. But replies from followers hailing the content is what tells the agent people are engaging with the post. And engagement is the crux of sentiment analysis.
The act can be done manually, but more often than not, sentiment analysis in AI is becoming all the more popular. This is because output has become all the more time consuming to a point that it can mean that urgent responsive action is delayed or becomes too late to implement.
A CX Driving Factor
AI has automated sentiment analysis tools to allow it to be achieved across many communication topics extremely quickly and effectively. It has now come to a point also whereby this is being done by a tag team of live agent and automation bot that are both capable of strategic planning for brands and businesses using sentiment analysis.
