AI-powered sentiment analysis and customer sentiment tracking
In the landscape of AI-enhanced customer service, sentiment analysis and customer sentiment tracking stand out as pivotal tools. These AI-driven capabilities extend the function of virtual agents and chatbots beyond mere transactional interactions, allowing them to gauge and respond to emotional undertones in customer communications. This section explores the technical aspects, applications, and impacts of sentiment analysis in modern customer service.
Technical aspects of sentiment analysis
Sentiment analysis in AI systems primarily relies on NLP and ML. NLP interprets and understands human language, enabling the AI to process not only what is being said but also how it’s being said. By analyzing word choice, sentence structure, and even the rhythm of the customer’s language, the AI can identify whether the sentiment is positive, negative, or neutral.
