Sentiment analysis

Sentiment analysis detects whether a piece of text is positive, negative or neutral, and sometimes the specific emotion.

In practice: Businesses run it across reviews, support tickets, survey answers and social posts to see how customers feel at scale, spot complaints early and track changes after a launch.

Why it matters when picking a tool

It struggles with sarcasm, mixed opinions and industry jargon, so treat scores as a trend rather than a verdict on each message. Useful tools let you drill down to the actual comments behind a score.