Customer sentiment analysis (or opinion mining) is a comprehensive approach to understanding customers' emotions, opinions, and attitudes about your brand across all touchpoints. It is a form of data science that uses artificial intelligence (AI), machine learning, and natural language processing (NLP) to analyze customer feedback and customer reviews in real-time from across an organization. It is the process businesses use to understand how customers feel about their products, services, or brand. It is like a digital "mood detector" for customer opinions, helping businesses make smarter decisions. Sentiment analysis in customer experience refers to the data analysis process of understanding and measuring how a customer feels about a particular product, service or brand. Its main goal is understanding a customers’ feelings and emotions toward the brand. This paper explores how sentiment analysis impacts customer service.
sentiment analysis, sentimental analysis, opinion mining, customer service, customer service industry.
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