Text Analysis

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The Sentiment Engine - Text Analysis

The Sentiment Engine is an innovative text analytics solution that takes free-form unstructured text and analyses it to reveal in-depth customer insight. Given that 80% of data in a business consists of words the Sentiment Engine can reveal hidden strengths, weaknesses, opportunities and threats.

Unlike other text analytics platforms that just look for keyword matching, our Sentiment Engine uses cutting-edge Natural Language Processing (NLP) techniques - helping you get high quality customer insight - faster and cheaper. We offer the only effective automated sentiment analysis so you have consistent, powerful insight to identify positive and negative issues, trends and locations.

The Sentiment Engine works by receiving feedback which is then put through our unique algorithm to work out and assign scores and categories. The information collected can be used to find out your customers’ overall feeling towards your brands and products or services. Each piece of feedback received allows the Sentiment Engine to develop a better understanding of your organisation.

 

The Sentiment Engine was recently recognised for its achievements at the 2008 British Chamber of Commerce Awards. The Judges at Dell commented:

“The Sentiment Engine is a very innovative solution. Its competitive edge is driven by its ongoing quest to identify, develop and implement new ways to help organisations achieve their goals using unique and pioneering solutions.”

Monique Bonner, Dell’s SME Sales Director UK and Ireland

The Sentiment Engine provides an ‘emotional response indicator’ for feedback left about your organisation. At the core of the engine resides NLP techniques that are able to detect how positive a customer feels towards your products and services. It is able to do this by understanding grammatical structures to search for verbs and nouns along with the sequences in which they appear.

The following comment was analysed by our Sentiment Engine and gives an example of how text analysis works:

We visit Gourmet Delights regularly and usually find the experience a pleasure. When we visited last night
the food was again up to your usual high standards but the service we received was slow and the staff were rude. I hope this is a one off and would like to know what you intend to do.

From this the Sentiment Engine carries out text analysis and understands:

Sentiment:

• usually find the experience a pleasure (Positive Sentiment)
  
• the food was again up to your usual high standards (Positive Sentiment)
  
• the service we received was slow and the staff were rude (Negative Sentiment)

Categories:

• Brand (Neutral)
• Experience (Positive)
• Service (Negative)
• Food (Positive)
• Staff (Negative)

Actions:

• would like to know what you intend to do.

To find out more on text analysis and the sentiment engine call 02476 011 910

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