sentiment analysis 

Sentiment Analysis is the process of determining whether a piece of writing is positive, negative or neutral
Sentiment analysis is critical because helps you see what customers like and dislike about you and your brand.
Customer feedback—from social media, your website, your call center agents, or any other source—contains a treasure trove of useful business information. But, it isn’t enough to know what customers are talking about. You must also know how they feel. Sentiment analysis is one way to uncover those feelings.
Sometimes known as “opinion mining,” sentiment analysis can let you know if there has been a change in public opinion toward any aspect of your business. Peaks or valleys in sentiment scores give you a place to start if you want to make product improvements, train sales or customer care agents, or create new marketing campaigns.
Sentiment analysis is not a once and done effort. By reviewing your customer’s feedback on your business regularly you can be more proactive regarding the changing dynamics in the .market place



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