Sentiment analysis is a technique in Natural Language Processing (NLP) used to identify the emotional tone of spoken or written words. It’s used to determine whether the expression is positive, negative or neutral. This approach is used to understand what people may be saying online about a business or subject, looking at social media posts and company reviews, trying to understand the emotions behind the words.
This technique is adopted in many fields, from marketing to customer services to politics. It’s a powerful means of turning the noisy, unstructured text from the web into valuable insights about people’s opinions and emotions regarding a certain subject.
For Aveni, this technology provides a valuable resource in understanding what the sentiment of a conversation is, not only for the customer but also for the advisor. Advisors should be mirroring customer sentiments, approaching topics with the due care and consideration the customer deserves.
