A telecom company is interested in improving customer engagement on social media. However, there are hundreds of relevant messages posted on Twitter every day, and it is not practical for customer service representatives (CSRs) to review and respond to all messages. Instead, CSRs should focus on negative messages.
What do you need to analyze the incoming messages?
To identify and focus on negative messages among the numerous messages posted on Twitter every day, a text analyzer is required. Such an analyzer can process the incoming messages, perform sentiment analysis, and flag those that are negative. This enables customer service representatives to efficiently target and respond to negative comments, improving customer engagement and satisfaction.
A Text analyzer and sentiment analysis