What is sentiment analysis, anyway?
Sentiment analysis, simply put, answers the question, “What type of feelings are present in this content?” Power Platform’s sentiment analysis model can examine a piece of content and return one of the following four sentiments:
- Positive
- Negative
- Neutral
- Mixed
When processing text, the sentiment analysis AI model returns a sentiment value for each sentence, as well as the content as a whole. In addition to the sentiment value, sentiment analysis provides confidence scoring, indicating how confident the model is in its assessment, on a scale of 0 to 1, where 1 represents more confidence and 0 represents less confidence. Sentiment analysis does have its limitations, however – for example, if the content has incorrect or improper word usage – that may influence the ratings.
The scenario in this chapter is based on a fictional company that uses a customer service mailbox as a funnel for...
