Glossary
Detecting the emotional tone of a message — positive, negative, or neutral.
Sentiment analysis uses NLP to gauge how a customer feels based on the language they use. It classifies messages along a scale from positive to negative, and can flag anger, frustration, or delight.
In customer messaging, sentiment signals help prioritise: an angry message can be escalated to a human immediately, while a happy one might trigger a review request. Tracking sentiment over time also reveals broader satisfaction trends.
Sentiment analysis is not perfect — sarcasm and cultural nuance are hard — so it works best as a routing signal rather than the sole basis for a decision.
Spotting frustration early lets a business intervene before a customer churns or leaves a bad review.
Defuser AI can route negative-sentiment chats straight to a human in the Unified Inbox — see the unified inbox.
Detecting the emotional tone of a message — positive, negative, or neutral.
Spotting frustration early lets a business intervene before a customer churns or leaves a bad review.
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