Was ist Sentiment Analysis

Definition

Sentiment analysis (also known as opinion mining or emotion AI) is a Natural Language Processing (NLP) technique that automatically identifies and evaluates the emotional tone – such as positive, negative, or neutral – within written text or spoken language.

Explanation

In B2B sales and the SaaS sector, sentiment analysis helps to quantify customer feedback, email responses, and call transcripts. AI-powered sales tools leverage this analysis to proactively identify a potential customer's buying intent or dissatisfaction early on. For instance, it can measure whether the reaction to a proposal is optimistic or skeptical, enabling sales teams to tailor their argumentation strategically. At an aggregated level, sentiment analysis supports companies in monitoring overall customer satisfaction (e.g., Net Promoter Score) and continuously improving their product or service offerings. It is therefore a crucial tool for risk management within the sales pipeline.