GLOSSARY -> Account Based Marketing - ABM

Sentiment Analysis

Brand monitoring: Track sentiment around your brand on social media
Product feedback: Identify what customers love and hate
Customer support: Flag urgent or negative tickets for priority handling
Competitive intelligence: Analyze sentiment around competitors
Campaign evaluation: Measure emotional response to marketing initiatives

Using AI and natural language processing to analyze customer emotions and opinions from text data like reviews, social media, surveys, and support tickets.

Sentiment analysis uses natural language processing (NLP) to determine the emotional tone of text—whether customer feedback, social media mentions, reviews, or survey responses are positive, negative, or neutral.

How It Works

AI models are trained to recognize language patterns associated with different sentiments. Words, phrases, context, and even emojis are analyzed to gauge emotional tone. Advanced systems detect specific emotions (angry, frustrated, delighted, confused) and the aspects being discussed (pricing, support, features).