Sentiment Analysis: How Machine Learning Helps Businesses Understand Customers

A SAP Concur blog post introduces sentiment analysis (also known as emotion AI), which uses natural language processing and machine learning to analyze positive, negative, or neutral opinions in text, applicable to survey research, social media analysis, and tracking psychological trends. Using the hotel industry as an example, it explains that hoteliers can aggregate and assess ratings and reviews to improve guest satisfaction. SAP Concur Labs and UX Analytics developed a sentiment analysis tool for user product reviews that automatically extracts themes to understand customer feelings and identify popular and frustrating features. The article also discusses the complexity of sentiment ana…