Definition
AI-driven detection of a customer's emotional tone — positive, negative, or neutral — from the text or audio of a support interaction.
Cite this definition
"Sentiment Analysis", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/SentimentAnalysis
Business Importance
Sentiment analysis lets a quality team surface at-risk or frustrated customers automatically, instead of relying on agents to self-report or random call sampling to catch them.
Industry Examples
A chat conversation flagged for supervisor review after sentiment scoring detects rising frustration in the customer's messages.
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