What is Sentiment Analysis?
Sentiment Analysis is the process of using AI to interpret and categorize the emotional tone behind words in feedback. It helps businesses understand the sentiment, emotions, intent, and urgency in customer comments, allowing for better decision-making and improved customer interactions.
In this section:
Sentiment Analysis in Zonka Feedback
Zonka Feedback leverages AI to automatically detect sentiment, intent, urgency, and emotions in every piece of feedback. This feature enables you to gain deeper insights into customer opinions and prioritize actions accordingly.
Types of AI Sentiments
Below are the different types of sentiments analyzed by Zonka Feedback’s AI:
Category | Type | Description | Example |
Sentiments | Positive | Indicates satisfaction or a positive experience. | "I love how easy it is to use this product." |
| Negative | Indicates dissatisfaction or a negative experience. | "This service didn’t meet my expectations." |
| Neutral | Reflects an average or indifferent experience. | "The product is okay, nothing special." |
Emotions | Delighted | Expresses extreme satisfaction or joy. | "This update made my day!" |
| Happy | Shows general happiness or contentment. | "I’m happy with the new features." |
| Content | Indicates a state of being satisfied. | "The service is satisfactory." |
| Concerned | Reflects worry or unease. | "I’m concerned about the changes in pricing." |
| Hopeful | Indicates optimism or expectation of a positive outcome. | "I hope this update improves the performance." |
| Disappointed | Shows dissatisfaction or unmet expectations. | "I’m disappointed with the quality." |
| Angry | Expresses frustration or anger. | "This is completely unacceptable!" |
| No Emotion | Neutral, lacking strong emotions. | "Please find the report attached." |
Urgency | High | Requires immediate attention. | "My account is locked, and I need access now!" |
| Medium | Important but not immediately critical. | "Please address this by the end of the week." |
| Low | Can be addressed later without immediate concern. | "Whenever you get a chance, can you look into this?" |
Intent | Praise | Expresses approval or admiration. | "Great job on the new design!" |
| Seek Information | Requests details or clarification. | "Can you explain how this works?" |
| Complaint | Expresses dissatisfaction and expects resolution. | "I need a refund because the product is faulty." |
| Suggest | Offers ideas for improvement. | "It would be better if there was an option to customize." |
| Recommend | Suggests something positively to others. | "I’d recommend this to my colleagues." |
| Question | Poses a query or seeks further information. | "Is there a way to track progress?" |
| Inform | Provides information or notifies. | "Just wanted to inform you about the issue." |
Managing Sentiment Analysis Settings
Activating Sentiment Analysis
Sentiment Analysis is automatically enabled by default across all plans, including Starter, Growth, and Enterprise. To manage your settings:
Navigate to Settings in your Zonka Feedback account.
Go to the AI Control Panel under the AI section.
Sentiment Analysis will be active by default. If you need to make changes, toggle the Sentiment switch.
Enable advanced features like Emotion, Intent, and Urgency by toggling the respective switches.
Note: Once you turn off Sentiment Analysis, comments’ sentiment, intent, urgency, and emotion will no longer be captured.
AI Sentiment Analysis in Plans
Sentiment Analysis is included in all plans, ensuring that every user, whether on the Starter, Growth, or Enterprise plan, has access to these powerful insights. Below is a breakdown of the features included in each plan:
Feature | Free Plan | Starter | Growth | Enterprise |
AI Sentiment (Basic) | Yes | Yes | Yes | Yes |
AI Sentiment (Advanced) | No | No | Yes | Yes |
AI Sentiment (Dashboards) | No | No | No | Yes |
FAQs about AI Sentiment
How accurate is our AI Sentiment Analysis?
Our AI is highly accurate and improves over time with continuous learning.
Can sentiment categories be customized?
Yes, you can enable or disable different sentiment analysis features.
Where can I see sentiment analysis results?
Results are available in the Response Inbox.
Is Sentiment Analysis active by default?
Yes, Sentiment Analysis is active by default in all plans, including Starter, Growth, and Enterprise.
If you have any problems, please reach out to our support team through hello@zonkafeedback.com.