Customer Intention in Social Media Identified using Sentimental Analysis and NLP


Social media allows its customers to communicate with their favorite brand and express their thoughts more openly. It is estimated that in the world 80% of the data is unstructured or unorganized, huge volumes of data mainly come from emails, support tickets, chats, social media conversations that are being created every day which forms the supporting pillars of sentimental analysis.

It is being said that sentimental analyses classify may not be accurate as other types of classifiers. Sentimental analysis discovers its presence in social media monitoring, brand monitoring, customer service, and market research providing an opportunity for the marketers to get insight right about 70-80% of the time. Brands of different shapes and sizes wish to get meaningful interactions with customers, leads, and even on competition on different social networking platforms such as Facebook, Twitter, and Instagram. Social media chatter is measured by the marketing department as brand awareness. Marketers need to analyze Twitter tweets, Facebook posts and monitor social media to get quality conversations about their brands and to find the presence of their brand.

Understanding customer intent

Brand not only looks for the quality of information available in social media but also looks for customer digital footprints’. They not only focus on social platforms such as Facebook and twitter but also segregate the news, blogs, and forms not just for the volume of mentions but also the quality of mentions to analyze the audience’s sentiments. This helps the marketers to categories the urgency of their brand mention and also alert the designated team members for response. Sentimental analysis are the integration of natural language processing (NLP) and machine learning method which offers a sneak peek to the competitor analysis by letting marketers research their competition and understand how their reputation is evolving. And it also helps to identify potential PR crises that are occurring by helping them to prioritize the issues and can put out immediately.

Sentimental analysis is an essential part of any firm’s market research and for the customer portfolio approach. This powerful tool can help marketers and data analysts to differentiate user sentiments in a far better manner. The automated insight from sentimental analysis helps to empower the data backed decision than the intuitions.


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