Businesses use sentiment analysis to derive intelligence and form actionable plans in different areas.
Improve customer service
Customer support teams use sentiment analysis tools to personalize responses based on the mood of the conversation. Matters with urgency are spotted by artificial intelligence (AI)–based chatbots with sentiment analysis capability and escalated to the support personnel.
Brand monitoring
Organizations constantly monitor mentions and chatter around their brands on social media, forums, blogs, news articles, and in other digital spaces. Sentiment analysis technologies allow the public relations team to be aware of related ongoing stories. The team can evaluate the underlying mood to address complaints or capitalize on positive trends.
Market research
A sentiment analysis system helps businesses improve their product offerings by learning what works and what doesn't. Marketers can analyze comments on online review sites, survey responses, and social media posts to gain deeper insights into specific product features. They convey the findings to the product engineers who innovate accordingly.
Track campaign performance
Marketers use sentiment analysis tools to ensure that their advertising campaign generates the expected response. They track conversations on social media platforms and ensure that the overall sentiment is encouraging. If the net sentiment falls short of expectation, marketers tweak the campaign based on real-time data analytics.