CRM glossary
What is Sentiment analysis?
Using AI to judge the tone of communication as positive, neutral or negative.
Definition
Sentiment analysis: Using AI to judge the tone of communication as positive, neutral or negative.
Example
A customer's emails shift from “great, thanks!” to short, formal replies — sentiment trending negative.
Why it matters
Tone shifts often precede churn or a stalled deal.
Sentiment analysis in MagicWand
Sentiment is one pillar of every relationship score.