Chapter 7: Understanding the Voice of Your Customer Analytics

In the previous chapters, to see improving customer service in action, we built an AI solution that uses the AWS NLP service Amazon Comprehend to first analyze historical customer service records to derive key topics using Amazon Comprehend Topic Modeling and train a custom classification model that will predict routing topics for call routing using Amazon Comprehend Custom Classification. Finally, we used Amazon Comprehend detect sentiment to understand the emotional aspect of the customer feedback.

In this chapter, we are going to focus more on the emotional aspect of the customer feedback, which could be an Instagrammer, Yelp reviewer, or your aunt posting comments about your business on Facebook, and so on and so forth.

Twenty years back, it was extremely tough to find out as soon as possible what people felt about your products and get meaningful feedback to improve them. With globalization and the invention...