Sentiment analysis uses AI to detect emotional tone in text, helping prioritize and route customer communications appropriately. Sentiment categories: - Positive (happy, satisfied) - Negative (angry, frustrated) - Neutral (informational) - Urgent (needs immediate attention) Applications: - Prioritize angry customers - Route to specialized agents - Track satisfaction trends - Identify at-risk customers - Measure brand perception Beyond basic sentiment: - Emotion detection (anger vs. disappointment) - Intent classification - Topic extraction