Customer Sentiment Analysis

The Challenge

A consumer brand was struggling to understand customer sentiment across dozens of channels - social media, support tickets, reviews, and forums. Manual monitoring was slow and inconsistent, causing them to miss emerging issues until they became crises.

Our Solution

We built a comprehensive sentiment analysis system that monitors and analyzes customer feedback in real-time across all channels. Using LLMs and custom classification models, the system identifies sentiment trends, emerging issues, and critical feedback that requires immediate attention.

The platform includes automated alerts for negative sentiment spikes, topic clustering to identify common themes, and executive dashboards for strategic oversight.

Results

• Real-time monitoring of 50,000+ customer interactions daily
• 72% faster response time to negative sentiment trends
• Identified and resolved 3 potential PR crises before escalation
• Improved Net Promoter Score by 15 points in 6 months