Sentiment Analysis
Short definition
Sentiment Analysis: Automated assessment of sentiment or emotional tone in text or speech.
Meaning and how it works
Sentiment tools estimate emotional tone, but sarcasm, noise and context can make automated labels unreliable. Analytical models can structure call data and reveal patterns, but results depend on recording quality, language, context and the model configuration.
Business applications
- Business scenario:
A supervisor flags calls showing possible dissatisfaction for human review.
What to check before implementation
Validate outputs against real examples and involve human reviewers for consequential decisions. Apply appropriate privacy controls to recordings and transcripts.