Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is Sentiment Analysis?

Sentiment analysis is the AI-enabled process of determining customer emotions and opinions based on keywords and speech characteristics. Sentiment analysis leverages natural language processing to understand what people are saying and writing, and machine learning helps sentiment analytics tools become smarter over time.

Businesses use sentiment analysis to understand consumer opinions about the brand, products, services, promotions, and more. Analytics tools can efficiently comb through sources like social media comments and product reviews to determine customer sentiment. This allows organizations to respond to negative comments and reach out to customers who have had bad experiences. In these days of brand-damaging viral videos and social posts, sentiment analysis has become increasingly important.

Sentiment analysis can also play a critical role in customer service. The best analytics tools are capable of combing through all contacts from voice and digital channels to determine what customers are thinking and feeling. The words customers use is one input to sentiment analysis. For example, analytics can zero in on keywords like “frustrated,” “love it,” and “disappointed.” The other piece of the puzzle is speech characteristics. Rate of speech, volume, and length of pauses can say a lot about a person’s emotions.

When sentiment analysis is conducted real-time or near real-time, it can alert supervisors about callers who might need an intervention. It can also be used to screen incoming contacts to assess the mood of the customers and route them, for example, to agents specially trained to deescalate tense interactions.

On the back end, sentiment analysis results are highly useful to Voice of the Customer (VOC) programs because they provide valuable input about customer opinions and emotions.

About NICE Satmetrix

NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

  • Superior analytics
  • Digital omnichannel and hassle-free IVR integrations
  • Customer Journey-based design
  • One-stop-shop for all your contact center VOC needs

NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

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