Sentiment Analysis
Discover what users say about your service at scale and optimize based on real-time data.
Brand blind spot
Without analyzing customer sentiment trends, you’re flying blind – unable to see what’s working and what needs improvement.
- you miss brand reputation threats and can’t react on time
- manual sentiment analysis doesn’t scale and may bring outdated results
- without real-time sentiment analysis, you miss seasonal trends and sales opportunities
- high churn risk and decrease in customer satisfaction go unnoticed
- reliable CX assessment and effective brand reputation monitoring seem impossible
REAL-TIME SENTIMENT ANALYSIS
Optimize your brand sentiment with automated monitoring and NLP-powered insights
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Omnichannel text analysis
Get a comprehensive view of customer sentiment across touchpoints: online product reviews, social media comments, survey responses, live chat transcripts, emails, and more.
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Aspect-based insights
Pinpoint exactly what customers are happy or unhappy about by going beyond overall tone & extracting specific topics or aspects mentioned and scoring sentiment for each.
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Real-time alerts & monitoring
Be always up to date about the latest trends in sentiment thanks to real-time alerts and the continuously updated dashboard.
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Sentiment scoring & classification
Get an instant sentiment score and automated classification from AI analysis. Discover if the sentiment is mixed or if sarcasm is detected, thanks to nuanced NLP techniques.
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Easy reporting & data export
Generate reports that summarize sentiment trends over time, segmented by product, region, or other criteria and export integrate via API with your business intelligence tools for further analysis.
BENEFITS
Excel in customer experience
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Enhance customer satisfaction
Address complaints or issues faster, turning unhappy customers into satisfied ones
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Improve based on insights
Get guidance for your product development and invest in changes that truly impact customer happiness
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Boost customer loyalty
Improve NPS results and optimize word-of-mouth reputation to drive more sales
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Protect brand reputation
Stay in tune with public opinion and intervene instantly to avoid the costs of brand reputation crisis
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Lower churn rates
Reduce churn by catching dissatisfaction early and fuel growth with impeccable customer service
What sets us apart
High NLP accuracy
Powered by state-of-the-art language models, our sentiment analysis achieves a high accuracy in understanding context, slang, and even emojis. It’s continually updated with new language patterns, giving it an edge over older sentiment tools that might misclassify modern expressions.
Multiple language support
Our solution supports analysis in multiple languages out of the box, whereas many competitors require separate models or add-ons for each language. This makes it ideal for global businesses monitoring sentiment worldwide.
Broad range of customization
You can train custom sentiment models with your own data. If you have industry-specific jargon or unique product names, the system can learn them to improve accuracy. This flexibility ensures the analysis stays relevant and precise for your domain, unlike one-size-fits-all competitors.
Complete privacy control
Unlike some cloud-based text analysis services, our product offers on-premises deployment options and strict data encryption. You retain full control of sensitive customer feedback data, ensuring compliance with regulations like GDPR and maintaining customer trust.
Your questions
Our answers
It’s very flexible. You can feed in customer reviews from sites like Yelp or Google Play, social media posts from Twitter, Facebook, or Instagram, customer support emails or chat logs, survey responses like NPS or CSAT comments, and more. Basically, any text data where customers express their opinions can be analyzed by the platform. We also provide connectors and APIs to make importing this data easy and, in many cases, automated.
Our solution uses advanced NLP models that are among the most accurate in the industry, but no sentiment analysis can claim 100% accuracy (especially with sarcasm or subtle humor). We continually improve the model with new data. It does have some capability to detect common sarcastic phrases or contradictions (for example, “Great, just great!” in a negative context), but it may not catch all cases. Overall sentiment accuracy is typically high, often 85%+ in benchmark tests, and the aspect-based analysis adds an extra layer of insight to make interpretations more reliable.
It supports multiple languages. Right out of the box, it can analyze major languages like English, Spanish, French, German, and more. If you need a language that’s not currently supported, we can work with you to train the model for that language. The system can even handle mixed language content or transliterated text in many cases. This makes it useful for companies with a diverse customer base across different regions.
LET'S TALK
Gain full control of your brand sentiment
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Other services from this section
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Customer Churn Prediction
Use sentiment data as an input to churn models – for example, a trend of negative support ticket sentiment could warn of potential churn, combining the strengths of both solutions.
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Customer Intent Prediction
Pairing sentiment with intent gives a full picture of a customer’s mindset; if sentiment analysis finds a customer is very pleased, they might have higher intent to upgrade or purchase again, whereas negative sentiment might trigger a retention workflow.
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Customer Segmentation
Segment customers by sentiment (such as brand advocates vs. dissatisfied customers) to tailor your outreach. Our segmentation tool can incorporate sentiment scores to help create profiles like “Happy long-term customers” or “At-risk detractors” for targeted engagement.