Chatbots raring to read the room: AI sentiment analysis

One of the key pillars to successful customer service is the ability to understand the customer – acting in accordance with their tone and mood is integral, especially when dealing with disgruntled customers.

Accurate sentiment analysis has long been a target for businesses aiming to improve their satisfaction levels, but conventional tools have begun to hit their limits. Insights that come from older varieties of sentiment analysis are sourced from biased examples of customer sentiment: reviews, feedback forms and social media do little to aid as customers seek out these with preconceived thoughts and feelings. Such tools are also limited by their basic language comprehension capabilities, failing to read between the lines and access customer sentiment with nuance.