Customer Sentiment Analysis with Symphony’s Insights Platform

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The Project

An Enterprise company wanted to use social media data to better understand areas of customer concern. The Insights Platform parsed through this company’s social media mentions to reveal a detailed, customized picture of consumer sentiment.

By text mining underutilized consumer data the Insights Platform was able to perform a social sentiment analysis for this company.

The Results

Using its proprietary NLP API, the Insights Platform team created customized taxonomies that were relevant to social sentiment analysis. The Insights Platform’s contextual NLP dataset then performed information extractions on key topics & areas of concern. These topics were then sorted into event types.  

Sentiment scores were created based on the number of positive and negative extractions associated with a given topic. The output was a detailed dataset on the Voice of the Customer that assessed brand perceptions and the topics that drove its customer sentiment.

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