Sentiment Analysis

Define Sentiment Analysis

Sentiment analysis uses machine learning algorithms to automatically gauge conversations for their sentiment. Before we jump into algorithms, let’s consider the different systems a conversation can be analyzed by. 

There are three main sentiment analysis networks for analyzing sentiment. Each system is infinitely refinable. You can apply any combination of these systems to the content you are analyzing for increased understanding. 

The first sentiment analysis network is polarity. Polarity is used to determine how closely sentiment falls on a scale of two extremes. The three basic points within this system are positive, negative, and neutral. You can make your scale more precise with more points in between the two extremes. The second is emotion detection.Sentiment analysis software draws emotional meaning from conversations by using lists that target and count words associated with certain emotions. In emotion detection, words are categorized by which emotion they are associated with. 

Sentiment analysis is useful because it gives contact centers the ability to qualify and quantify customer sentiment that is embedded in conversations. When customer service teams can gauge the feelings of their customers, they take important steps toward the overall optimization of their customer experience. 


More Sentiment Analysis Resources

How to Improve CX with Customer Sentiment Analysis

Understand how call sentiment is affecting business outcomes by using SpeechIQ’s reporting tools to overlay sentiment scores with relevant call metadata.

Speech Analytics with Automated Quality Management

Quickly extract meaningful performance insights from multiple data sources, track work flows, coach, and communicate with agents through a single, unified interface.

Speech Analytics: Benefits in Remote Call Centers

The best speech analytics tools can be configured to provide you with custom alerts and notifications. These can be completely customizable by you, set up to notify the most appropriate people on your team, and alert you to risks in close to real-time.

Data: 10 Speech Analytics Best Practices

For those that have already implemented speech analytics, or for those considering it, here are 10 best practices to help you get the most out of the technology. 10 Best Practices to Get the Most Out of Speech Analytics

Sentiment Analysis Tools: What Are They, What Do They Do, And How To Use Them

Sentiment analysis tools provide you insight into what your customers feel toward your organization. They can also help you determine what your customers need. This is a key part of understanding how you can best serve your customer.

What is Sentiment Analysis and How Do You Do It?

Artificial intelligence, text analysis, machine learning, and natural language processing have come a long way in the past few years. These technologies have turned sentiment analysis into a precise way to determine the emotional tone of conversations. It is automatic and requires little input once it has been configured. 

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.