Sentiment analysis

Sentiment analysis is the process of evaluating written or spoken language to determine if the expression is positive, negative or neutral and to what extent.  For example, Aveni uses this analysis to understand what the sentiment is, not only of the customer, but also of the customer service agent, during a call.  It is useful to know how the sentiment of the advisor mirrors that of a customers.  You don’t want an agent to respond in an overly positive way to a customer who is expressing very negative sentiment around some bad news for example.