Back to Home
AI & Automation
Sentiment Analysis
Automatically detecting the emotional tone — positive, negative or neutral — of a customer's message.
Glossary/Sentiment Analysis
Sentiment analysis reads the emotional tone behind a message, flagging frustration, satisfaction or urgency. It helps teams spot unhappy customers early and prioritise conversations that need a careful, human touch.
Combined with intent detection, sentiment can trigger smart routing — for example, escalating an angry message straight to a senior agent — so the right person handles the moments that matter most.
Related terms
See Sentiment Analysis at work in LiveBotIQ
Built-in AI agent, free human live chat, 12+ channels. 7-day BotIQ trial, no credit card.