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At this point, you know which words occur the most often and with which other words they are paired, but is the feedback positive, negative or neutral? More often than not your customers are going to provide you with feedback on topics they feel strongly about. Text analytics can gauge the severity of the feedback based on positive, negative and neutral word usage as well as the sentiment associated with commonly used words.
Categorising feedback comments
Using machine/automated learning, comments can be grouped based on the issues they pertain to. To refine this process, the user can advise the system based on whether or not the comments were categorised in the right manner. Over time, the automated categorisation improves based on this user feedback.