AI-900 Question 208
Select 2A retail company wants to analyze customer feedback from product reviews to identify areas of improvement. Which of the following describes how sentiment analysis can be used in this scenario?
- A
Determine whether customer reviews are positive, negative, or neutral
- B
Extract specific product features mentioned in customer reviews
- C
Gauge overall customer satisfaction trends over time
- D
Automatically generate responses to customer reviews
- E
Identify frequently used keywords in customer feedback
Show answer and explanation
Correct answers: A, C
Explanation
Sentiment analysis is a natural language processing technique that enables businesses to classify text as positive, negative, or neutral and identify trends over time. In this use case, it helps the retail company understand the general sentiment of customer reviews and monitor customer satisfaction trends, making options 1 and 3 the correct answers.
- A. Correct.
Sentiment analysis is specifically designed to classify text (such as reviews) as positive, negative, or neutral, making it highly relevant for understanding customer sentiment.
- B. Incorrect.
While sentiment analysis does not directly extract specific features mentioned in text, this task falls under text extraction or entity recognition, which are separate from sentiment analysis.
- C. Correct.
Sentiment analysis can be applied to track trends in customer sentiment over time, helping businesses understand changes in customer satisfaction.
- D. Incorrect.
Automatically generating responses to customer reviews is not a function of sentiment analysis. This task would typically involve natural language generation (NLG).
- E. Incorrect.
Identifying frequently used keywords is not a direct use of sentiment analysis but rather a function of keyword extraction or text analytics.