Sentiment analysis is a helpful tool to support companies in improving customer service in the best possible way. But what exactly does this mean and how is the analysis best used?
What is voice sentiment analysis?
The French word “sentiment” stands for sensation or feeling. The analysis is therefore intended to find out how the target group perceives and evaluates your brand.
This form of sentiment recognition is based on the automated evaluation of user comments. This determines whether the target group’s statements are more positive or negative. Voice sentiment analysis also takes into account the tone and speaking frequency of the conversation partners. After all, it is not only what is said that is interesting, but also how we say things. This can even turn the content in the opposite direction.
How do I use voice sentiment analysis in my company?
If we take the example of all the calls in a call center that are recorded for quality assurance purposes, it is almost impossible to evaluate them without technical support. With voice sentiment analysis for telephony, we can track these recordings virtually in real time and view the results flexibly.
What is the mood of the people on the call for each of my products? What differences are there? Do my team members manage to end even initially difficult conversations on a positive note? Are there any particularly frequent statements that we can incorporate into our product development or marketing?
These are classic questions that customers analyze with this solution.
With well-planned analyses, you can also recognize satisfied customers and send them suitable advertising or personal bonus campaigns.
Voice sentiment analysis is also used by our customers to find the right answers to product reviews in general and in personal conversations with individual customers. This gives them the opportunity to better contextualize the opinion of individuals in relation to the general attitude towards a product. After all, responses are often read or passed on by several people, making it all the more important to find the right “tone” for personal responses.
What are the advantages of voice sentiment analysis over text analysis?
Simple analysis methods search the text for words that are defined in advance. This method therefore provides a rough overview of the content communicated. However, it does not capture the actual mood of the conversation. Another approach is to evaluate the frequency of individual terms. However, this also only leads to a meaningful result in very specific cases.
For example, a single statement from a natural conversation: “Great!”. A classic statistical evaluation will note the word “super” positively and produce a result that does not correspond to reality. This phrase in particular has a completely different meaning in context and also in the way it is pronounced. Any interpretation is possible, from “Perfect, that’s much more than I expected” to “That’s no good for me”.
AI-supported voice sentiment analysis has the advantage of being able to take changes in tone of voice and speaking speed into account. This results in a greater number of recognizable moods as well as greater certainty that the statements are correctly classified.
Sentiment analysis for telephony
With LinkThat ECCO, we enable sentiment analysis on all voice channels in addition to the automatic analysis of texts. This makes it easier for service and sales departments to evaluate how well their offer is being received and on which topics they can respond even better to the customer.
If this is also exciting for your team and you have further questions on the topic, we would be happy to help you.