The Best 12 Sentiment Analysis Tools in 2020

This newsletter was hand-curated while listening to Ixode by Zola Jesus.

Service Blog

July 1, 2020

The Best 12 Sentiment Analysis Tools in 2020

Have you ever received a text from a family member and couldn't tell if they were joking or not? Unless we directly tell the person how we feel, emotions and tone don't carry well over text, which often makes it difficult to determine the intent of a message. We can use punctuation to help, but there's no universal way to communicate things like sarcasm or irony through text. In 1580, English printer, Henry Denham, tried to solve this problem by coming up with this mark to symbolize sarcasm: ⸮ Spoiler alert, it never quite caught on and when technology like text messages, live chat, and social media came me about, people still had no definitive way of identifying the sentiment behind a text message. This became a real problem for businesses as they realized how difficult it was to determine if customer feedback was positive or negative. It's hard for a customer to describe a problem when they only can use 280 characters, and without proper context, customer service teams don't have the information they need to appropriately respond to the issue. As text-based communication like social media and live chat become more popular in customer service, businesses need a way to accurately and efficiently filter their customers' feedback. This is where a sentiment analysis tool comes in handy to interpret a text and explain the intent or tone of a customer's message. In this post, we'll explain what a sentiment analysis tool is and provide a list of the best options available for your team this year.