Using Sentiment Analysis And Voice Of Customer Data For Insight-driven Cx

Sentiment analysis is a sophisticated tool that interprets the emotional tone behind words, giving brands a lens into how their services or products resonate in the hearts of their customers. This article explores how to leverage sentiment analysis and Voice of Customer data across channels to obtain actionable insights. It works by applying advanced text analysis algorithms and machine learning models to scan through unstructured text data and determine whether the sentiment is positive, negative or neutral. Key capabilities that enable sentiment analysis include natural language processing, text analysis, emotion AI and aspect-based sentiment.