# Sentiment analysis

Concept · [Building with AI](https://ecosystem.samcarlton.com/ai)

Also called: sentiment, sentiment detection, tone analysis, opinion mining

Using software to classify the tone of text or speech, such as positive, negative or neutral, often across many customer messages at once.

**For example:** A support team runs sentiment analysis on every chat and reviews the most negative ones each morning.

## Connects to (4)

- [LLM](https://ecosystem.samcarlton.com/llm): Large language model.
- [Omnichannel](https://ecosystem.samcarlton.com/omnichannel): Handling a customer across every channel, such as phone, email, chat, text and in person, as one connected experience with shared history.
- [Speech-to-text](https://ecosystem.samcarlton.com/speech-to-text): Software that turns spoken words into written text.
- [Business process outsourcing](https://ecosystem.samcarlton.com/business-process-outsourcing): Hiring an outside firm to run a business function, such as customer support, billing or data entry.

Map view: https://ecosystem.samcarlton.com/sentiment-analysis