Analyzing and understanding the emotions of audiences is fundamental for companies. Today, customers have been expressing their thoughts and feelings more openly than ever before. By automatically analyzing customer feedback with AI technologies, companies can listen carefully to their customers and tailor products and services to meet their needs.
One of these Artificial Intelligence technologies is Recordia Sentiment Analysis, Recordia sentiment analysis solution.
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What is Recordia Sentiment Analysis?
Sentiment Analysis is one of the fields of natural language processing dedicated to exploring subjective opinions or feelings collected from various sources on a particular topic.
In narrower business terms, it can be summarized as the application of a set of tools and algorithms to identify and extract opinions and feelings to use for the benefit of the business operation. These algorithms delve into the content and find that which indicates the feeling towards the product in general or a specific element.
Created through neural networks, Recordia Sentiment Analysis technology allows to identify the feelings of the different interventions of a call and its level of satisfaction. It is an opportunity to explore the mindset of audience members and study the perception of the product or service from the user’s point of view. This makes Sentiment Analysis a great tool for an in-depth products or services analysis, market research, reputation management or customer service analysis, among others.
How does Sentiment Analysis work?
Sentiment Analysis is a process that uses Artificial Intelligence (AI) and Machine Learning and aims to find points of view, keywords and feelings, highlighting the information of interest in the process and the emotional insights of your customers, whether good, neutral or bad.
Sentiment can be defined as the result of “an opinion or judgment formed about something, not necessarily based on facts or knowledge”. In fact, an opinion is understood as a subjective evaluation of something based on personal empirical experience, that is, it is based on a feeling about a particular topic. It is therefore important to consider these customers feelings because they are directly based on personal experience with your business.
Recordia Sentiment Analysis technology allows, through large-scale data processing of millions of conversations, to discover which keywords and speech patterns cause favorable results in the customer, obtain statistics and analysis of situations in real time and use the result to make quick decisions, discover causes of problems or common trends and detect and identify voice patterns of call agents.
What are the benefits of Recordia Sentiment Analysis?
Boosting CX and customer service
Since Sentiment Analysis allows you to monitor customer emotions in real time, it is a perfect tool to monitor the quality of your customer service and customer experience (CX). Recordia Sentiment Analysis will allow you to know the weak points of your customer service and will help you to quickly detect problems that arise with your customers. In addition, it will allow you to detect the feelings of your customers when they communicate with your agents, which will help you discover which agents manage to provide an efficient service and which ones need to improve their performance to increase customer satisfaction. Recordia Sentiment Analysis is key to determine what satisfies customers and thus better train new customer service agents.
Improve and measure marketing campaigns performance
Recordia Sentiment Analysis provides marketing insights and allows you to measure the performance of your promotional campaigns and events. Using it, you can find out whether your marketing activities generated positive or negative reactions and subsequently verify your customers’ feedback. This helps you rethink your marketing strategies and, if necessary, better tailor your messages in the future to suit customers’ tastes and needs. Detecting negative, positive or neutral feelings about your marketing campaigns will help you measure their success.
Analyze and adapt your products
Customer opinions about products are influenced by many different factors and even change on the fly, such as feature enhancements, price increases or marketing campaigns. All these factors arouse all kinds of emotions in customers. Product managers need to constantly monitor how customers respond to these and the changes they experience. Recordia Sentiment Analysis makes it possible to transform a large amount of qualitative product data into quantitative insights and thus gain more information about how customers perceive your solutions and what to do and how to improve them.
Analyze fluctuations and make market predictions
Customer reviews can affect the direction the market takes. That is why, in markets such as securities, the data shows that there is a strong correlation between stock prices and the feelings expressed by customers, due to the influence of these feelings on the reputation of brands. If a brand has a bad reputation due to the numerous negative opinions held by its customers, the stock price will be affected. Recordia Sentiment Analysis helps you to know the feelings of your customers about your brand and thus determine the levels of satisfaction regarding different factors such as products, services or attention received, and anticipate the possible fluctuations that may occur in the market in which your business operates.
Do you want to know more about Recordia Sentiment Analysis? You can find more information here.