What Is Sentiment Analysis? Related Articles The 8 Best Ways to Use Sentiment Analysis A Guide to Contact Centre Sentiment Analysis Sentiment Analysis and How it Improves CX Lexicon vs. Machine Learning Sentiment Analysis 481 Filed under - Video, Analytics, CallMiner, Contexta360, MaxContact, Videos MJ Johnson at CallMiner, David Samuel at Contexta360, and Sean McIver at MaxContact answer the question ‘what is sentiment analysis?’ What Is Sentiment Analysis? MJ Johnson (CallMiner) MJ Johnson Sentiment analysis helps businesses identify customers’ positive, neutral, or negative leanings. Which helps those businesses use data insights to better understand customers’ opinions, really respond to their needs, and ultimately to deliver improved experiences to those customers. Many businesses rely largely on survey-based solutions, and they play an important role in gathering customer sentiment. But ultimately, they tend to deliver insight into typically a small subset of the entire audience. David Samuel (Contexta360) David Samuel You can use sentiment analysis to automate those surveys based on the actual natural conversation, rather than what you’re feeling afterwards. For example, that was a terrible call, I’m going to do a bad survey score for somebody, or that was a great call. It gives you a more natural way to undertake that task. Sean McIver (MaxContact) How many times have you written an email or sent a text message to somebody, and they’ve taken offence? And it’s because they’ve misread how you would say that. The difference between speech analytics and sentiment analytics is that it crosses that divide. I could write down an entire conversation and I could hand that to three different people, and they would have exactly the same information, but they would read different things into it. Sean McIver Sentiment analysis is all about looking at the cadence, the pace, and the change that happens across the course of a call. The linguistics used, how people respond to that, and the periods of silence. It allows you to take what was literally said in words, and add on to that what the intent was behind those words. If you are looking for more great video insights from the experts, check these out these videos next: The Erlang C Formula What WFM Tools Are Available? How Does an IVR Work? Author: Guest Author Reviewed by: Robyn Coppell Published On: 30th Aug 2022 - Last modified: 15th Nov 2023 Read more about - Video, Analytics, CallMiner, Contexta360, MaxContact, Videos Recommended Articles The 8 Best Ways to Use Sentiment Analysis A Guide to Contact Centre Sentiment Analysis Sentiment Analysis and How it Improves CX Lexicon vs. Machine Learning Sentiment Analysis Related Reports eBook: How to Collect and Act on the Right Customer Insights Buyer's Guide: What To Look For in Speech Analytics Technology Guide: Five Steps to Mastering Conversation Intelligence eBook: How to Foster Innovation in a Hybrid Contact Centre Contact Centre Reports, Surveys and White Papers Get the latest call centre and BPO reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter