Sentiment & Intent Analysis
Millions of customer reviews, social media posts, and support tickets contain valuable business intelligence that humans cannot process at scale. We build NLP pipelines that automatically read, categorize, and score the emotional sentiment and underlying intent of every text your customers write.
Core Features
Aspect-Based Sentiment
Not just 'this review is positive', but 'the user loved the battery life (positive) but hated the customer service (negative)' all from a single paragraph.
Intent Classification
Automatically routing incoming emails based on intent (e.g., classifying an email as 'Refund Request' vs 'Technical Support' before a human reads it).
Multilingual Analysis
Applying sentiment models across dozens of languages simultaneously, allowing global brands to track localized sentiment trends.
Trend & Spike Alerting
Real-time dashboards that trigger executive alerts if negative sentiment regarding a specific product suddenly spikes on Twitter or Reddit.
Our Process
Data Aggregation
Week 1Connecting APIs to ingest your unstructured text data from Zendesk, App Store reviews, Trustpilot, and social listening tools.
Taxonomy Definition
Week 2Working with your CX team to define the exact 'Intents' and 'Aspects' the model needs to look for (e.g., 'Pricing', 'UI Bug', 'Shipping Delay').
Model Fine-Tuning
Week 3-4Taking a base NLP model (like RoBERTa or an LLM) and fine-tuning it on a small set of manually labeled examples from your specific domain.
Pipeline Architecture
Week 5Deploying the inference pipeline using Kafka/Spark to process millions of incoming text records per day efficiently.
Dashboard & BI Integration
Week 6Visualizing the output in PowerBI or Tableau so executives can filter sentiment by product, region, or time period.
Technologies We Use
FAQ
Can't we just search for negative words like 'bad' or 'terrible'?
Is this better than the sentiment tool built into our CRM?
How do you handle industry-specific jargon?
Join The Inner Circle
Get exclusive insights on AI automation, software systems, and digital growth strategies from NeoGen Technologies.