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Glossary

Sentiment analysis

What is Sentiment analysis?

Sentiment analysis automatically determines the mood or attitude a text expresses – usually positive, neutral or negative, sometimes finer-grained emotions. Businesses use it to evaluate large numbers of product reviews, support emails, surveys or social media posts and quickly see where customers are satisfied and where problems lie. Irony, sarcasm and mixed statements such as “fast delivery, disappointing quality” remain difficult, so samples should be checked by people.

How KI.ordo helps

The KI.ordo template “Analyse sentiment” classifies reviews or emails as positive, neutral or negative and summarises frequent praise and criticism.

Learn more →: Sentiment analysis

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Topics

  • NLP
  • customer feedback
  • text analysis

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Text Classification

Text classification automatically assigns texts to predefined categories, for example emails by request type, reviews by sentiment or documents by topic. Previously this required training dedicated models on labelled examples; today large language models can often assign categories from a description alone. This makes it possible to pre-sort enquiries and route them to the right team faster.

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Semantic analysis

Semantic analysis examines the meaning of language – not just which words appear, but what is meant. This includes interpreting ambiguous words correctly in context (such as “bank” as a financial institution or a riverside), recognising relationships between concepts and classifying statements by content. It underpins applications such as analysing customer feedback, question answering or search systems that should also understand differently worded queries with the same meaning.

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Customer service automation

Customer service automation means having software handle recurring customer enquiries fully or partly – for example through chatbots, suggested replies or pre-sorting tickets. Common questions about opening hours, delivery status or returns can be answered around the clock, while the team gains time for difficult cases. Reliable knowledge sources and an easy hand-over to people are essential.

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