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AI Sentiment Overview Report

Published on: Published in: AI-LAB-CX Reports

The Sentiment Overview Report displays the sentiment analysis of free-text comments from customers or employees. In this report, artificial intelligence plays a crucial role. It reads all comments, recognizes the text using a language model, and assigns an appropriate sentiment to each free comment. These sentiments are:

  • Positive
  • Neutral
  • Negative

The recognition of customer sentiment is very accurate. It can handle complex sentences where one half may seem positive but the other half is not. The LLM is trained for this and objectively assigns the predominant sentiment of the comment. Additionally, InsightSofa’s AI approaches each comment with a completely consistent methodology. The result is an objective assignment of sentiment across all comments.

How to Use the Sentiment Overview Report?

The Sentiment Overview Report displays the distribution of your customers’ or employees’ sentiment over a specific period (from date – to date). At a glance, you see the overall sentiment of customers (or employees) and its breakdown into positive, neutral, and negative customers (or employees).

With one click, you can display all “positively inclined” customers (or employees) and analyze in more detail why this is the case. The Sentiment Overview Report includes another very useful feature, which is AI Comment Summarization. With one click, you can see a summary of all comments (for example, only in the segment of negatively inclined customers). What do they think are your strengths? What are the weaknesses? And what do they write about the most? These are questions you’ll have available with just one click.

The Sentiment Overview Report can be tracked for the entire company or for specific segments. While the report for the whole company provides a “big picture” overview, segments are more useful for managing the company (e.g., what is the sentiment for a specific product, staff, country, region, etc.?). Filters above each InsightSofa report allow you to display the specific segment you want to monitor.

Sentiment overview report

 

How Does InsightSofa Categorize Sentiment?

InsightSofa categorizes sentiment into 7 categories. These categories are useful for batch sentiment analysis. Each comment is labeled as positive (1), neutral (0), or negative (-1). The resulting sentiment is then calculated as the arithmetic average of these measured sentiments.

The sentiment categories according to InsightSofa are:

  • Extremely Dissatisfied
  • Dissatisfied
  • Slightly Dissatisfied
  • Neutral
  • Slightly Satisfied
  • Satisfied
  • Extremely Satisfied

InsightSofa Sentiments

Why is Measuring Sentiment Important?

Tracking the evolution of sentiment in free-text comments in customer or employee experience measurement is crucial for understanding the deeper and often hidden opinions and feelings that affect satisfaction and loyalty. This process allows organizations to gain an authentic and unvarnished view of what their customers or employees truly think.

Regularly monitoring sentiment helps identify trends and patterns that may signal changes in mood or attitudes, allowing for quick responses to negative feedback or reinforcing positive experiences. Additionally, it provides valuable insights that can lead to innovations and improvements in processes, products, or work environments.

Ultimately, understanding sentiment and its development helps build stronger relationships, increase satisfaction and loyalty, contributing to the long-term success of the organization.

 

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