---
title: "What is Sentiment Analysis? | Chargezen"
description: "AI-powered analysis of text to determine the emotional tone (positive, negative, neutral) of customer messages."
url: "https://chargezen.com/glossary/sentiment-analysis"
lang: "en"
---

Canonical URL: https://chargezen.com/glossary/sentiment-analysis

# Sentiment Analysis

Sentiment Analysis

AI

AI-powered analysis of text to determine the emotional tone (positive, negative, neutral) of customer messages.

## What is Sentiment Analysis?

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

## Example

For example, a message saying "This is the third time my order is late and I am done" would be tagged negative and urgent and moved to the front of the queue, while "Can I change my scent next month?" is neutral and can wait its turn.

## Why Sentiment Analysis Matters

Sentiment analysis helps prioritize responses and identify customers who need special attention.

## Explore More Terms

Browse our complete glossary of e-commerce and subscription terms.

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