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Understanding the Role of AI and ML in Sentiment Analysis

Originally posted on readwrite.

As we all know — customer opinion and feedback is vital. But how can we convert this feedback into meaningful customer insights? Businesses gather information and use things like polls and other data to gain insights from the feedback. It is important to understand the customer to be able to make sense of the latest product and marketing campaign. But still, there’s much more information in the form of unstructured data that would help businesses better & also understands their client’s behavior.

The American software firm, Clarabridge offers SaaS products for semantic analytics to measure emotion, intent, and root cause analysis utilizing both machine learning and AI. Possessing an AI-Powered NLP Engine, this platform can offer a highly effective report on what customers are saying, taking you to the contextual understanding of comments, which is significantly more than NLP. Clients are sharing their views in a lot of different ways in every single moment, they’re using social media sites, forums, blogs, reviews or online news commenting.

What’s exactly Sentiment Analysis?

It is a better way to know how consumers feel about your products and services. AI has become smart enough to understand the tone of a statement, this is very helpful for companies/organizations or who want to grow their business, improve customer participation, and even able to identify top influencers in their customer base.

Make New Opportunity with Sentiment Analysis

The AI can collect from unstructured data and affective computing in sentiment analysis. In years past, surveys conducted through a comment section which is mentioned at the bottom of the poll where individuals can leave thoughts, comments. But Sentiment analysis is effective at 90 percent precision; reviewing text-based feedback like social media posts that have been made in just 1 use of sentiment analysis.

However, technologies like Cognitive review customer service calls in real-time, discovering human signs, offering behavioral guidance to enhance the quality of the interaction. There are also present some sentimental analysis tools that demonstrated to improve customer satisfaction by almost 30 percent, decrease call manage time by 15 percent and result in boost customer responses.

Improving Customer Support

Improving customer support is not the only thing sentiment analysis can do, it’s beyond that. When combined with technology like cognitive recognition and affective computing, it can save more lives. Sentiment analysis is already booming all around the world, the discipline of sentiment analysis for a service is like skyrocketing. The sentiment analysis will always play an important role in successful customer experience and responsible for moving forward. Sentimental analysis is a great method to know customer behavior better and act on this accordance for the greater.

Client Data Programs with Sentiment Analysis

This tech-driven data, opinion analysis is best for better client experience and that will be the Customer Data Platform (CDP). The rise of the Customer Data Platform CDP by firms like Microsoft, Oracle, and Adobe will enable further contextualization across a larger number of structured and unstructured data. On the other side, the rise of multiple versions will standardization, especially in environments that used in many applications that aren’t supported by the same common data models.

How Machine Learning Beneficial for Semantic Analytics

The main objective of machine learning is to enhance and increase the text analytics capabilities that semantic analysis does, also include the Role of Speech tagging. Data scientists run a machine learning model to recognize the actual sense by providing a large volume of text documents containing a lot of pre-tagged description.

When the model is ready, the same data scientist can apply those training methods to building new models to identify other elements of speech. The result is very quick and that reliable Part of Speech tagging helps in a bigger text analytics system to identify sentiment-bearing phrases more effectively and accurately.

Machine learning also helps in information analysts to solve tricky problems caused by the growth of language. Creating some sentiment analysis rule set for such type of platform where the thing is impossible.

Top 5 Sentiment Analysis Tools

Sentimental Analysis and data mining are important for any organization. It assists businesses to extract insights from social data and understands their customer behavior exactly what they believe about the services/products. To analysis, the feelings of the customer’s activities behind the words and it can do that by making use of a technology called Natural Language Processing (NLP).

There are so many tools are available in the market to make the work easier for businesses and gain a broader audience. Stay tuned with this blog, you can use some useful tools for sentiment analysis.

IBM Watson Tone Analyzer

Powered by IBM Watson, Tone Analyzer understands emotions and communication style. It uses linguistic analysis to detect joy, fear, despair, anger, analytical, confident, and tentative tones found in the text.

It monitors customer service and support conversations so it can allow organizations to react to customers appropriately and at scale. It may also be integrated with chatbots to supply personalized conversation experience.


OpenText is best for all those companies that supply Enterprise Information Management (EIM) products. OpenText Content Analytics solution is powered by Machine Learning with Natural Language Processing techniques.

It’s designed in such a manner that it identifies and assesses subjective expressions, patterns of sentiment within the textual content.

Quick Search by Talkwalker

Talkwalker is a social networking analytics and social media monitoring too. Its service Quick Search is a very useful tool when it comes to sentiment analysis. This tool allows the organization to identify what exactly people feel about the company’s social networking accounts.

It monitors matters like mentions, remarks, engagements along with other information and provides a report that assists organizations to create more effective campaigns so they can engage more with the target audience.


Rapidminer is a data science platform that produces the most out of analytics with the assistance of artificial intelligence. Its Text mining platform takes a lot at resources like online testimonials, social media chatter, telephone center transcriptions, claims forms, research journals, patent filings, etc. and it extracts insights from such unstructured data.

Sentiment Analyzer is another opinion analysis tool. It’s a free tool that offers sentiment analysis on just about any text written in English. Speaking about how this functions and it also calculates a sentiment score.

Social Mention

If it comes to analyzing sentiment in social media, Social Mention is among the most popular. This tool monitors 100+ social platforms such as blogs, news sites, user-generated content information, allowing you to understand what customers are feeling and saying about your brand.

How Human Emotions can be Express via Text

Truly, we need a system/function to understand the principles of human expressions, individual emotions via text. And Sentiment analysis makes decisions easily with Artificial Intelligence and helps to increase customer experience.

Final Thoughts

Sentiment analysis is beyond that we are thinking and it’s an interesting, high-tech boom technology, and will soon become an unbelievable tool for many businesses.

Hence, Sentiment analysis enables us to glean new insights, better understand our clients, and enable our teams more effectively so they perform better and more effective work.

By including this in existing systems, major brands can work quicker, with more precision, toward more useful results. Sentiment analysis is playing a crucial role in the advertising domain. It can help to create a new target audience and assist a business in realizing customer’s preferences.

Source: readwrite

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