Casebase- powered by Alexander Thamm GmbH - black
Book your Demo
Visualization of an AI use case in the Customer Support category, featuring a chat icon and geometric 3D shapes on a green background – part of the ‘Use Case of the Month’ series by Alexander Thamm GmbH.

Automated Sentiment Analysis for Customer Support

Use Case Family

NLP

Business Domain

Customer Support

Processes

Customer Feedback Analysis

Challenge

Customer feedback from various channels such as emails, social media, and chatbots is often collected in an unstructured manner, making it difficult for teams to track customer sentiment efficiently. This prevents companies from gaining valuable insights into their customers and reacting quickly to emerging trends or issues.

Solution

An AI-powered sentiment analysis system processes and analyzes customer feedback in real-time across multiple channels. Using NLP technology, text is automatically categorized, sentiment is identified, and trends are visualized. Teams receive dashboards with aggregated insights to enable data-driven decision-making.

Benefits

  • Enhanced customer insights through automated sentiment analysis across all channels.
  • Faster response to customer sentiment and critical issues.
  • More efficient use of large amounts of unstructured data for strategic decisions.

Target Group

Customer Support Teams Marketing Analysts

Potential Industries

E-commerce Telecommunications Financial Services

Risk Classification (EU AI Act)

Limited Risk
Limited Risk systems Art. 50
with Transparency Obligations

Disclaimer

The information provided regarding the risk assessment is without guarantee. The complete classification of a use case according to the EU AI Act depends on numerous regulatory and company-specific factors. Therefore, the risk assessment is always case-specific. The risk assessment logic of Casebase is used for this purpose.