Expanding further

Sentiment analysis is growing to be an increasingly critical part of helping organizations manage high volumes of unstructured data. Large organizations that receive a lot of feedback may desire to quickly decide if responses are positive or negative in order to focus resources on resolving potential product or service issues.

In a customer service and response scenario, it may be important to manage by exception and focus on resolving dissatisfaction. Now that you’ve seen how to configure sentiment analysis for a real-world situation such as processing customer feedback, think about ways that you can add to this flow to improve its usefulness. A few ideas might include:

• If sentiment analysis is negative, send an email to a customer service manager or make an entry in a contact management database for a follow-up activity.
• If sentiment analysis is positive, send the customer a promotional invite and ask them to leave a positive review...