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Customer sentiment analysis

Ola Górska
2 min read
updated: Oct 18, 2023

Emotions are notoriously hard to read in written communication, and when you participate in multiple chats at once, or not in your first language, this can truly make or brake the customer experience. Enter customer sentiment analysis, a tool to indicate customers emotional state for you.

With the customer sentiment analysis, you will be able to

  • improve your communications with customers,
  • monitor individual customer satisfaction levels in real time,
  • react quickly to negative sentiment and turn it around.

Emotions play a big role in helping customer service agents connect with the customer. When your agents can pick up on how the customer is feeling, they can spot any issues the customer might be having and quickly figure out how to make things better for them. It’s all about making sure the customer has a smooth and positive experience when they reach out to you.

Customer sentiment analysis is available in the Enterprise pricing plan.
Customer sentiment analysis is available in the Enterprise pricing plan.

How it worksLink icon

After the customer sends a message, the sentiment is analyzed and indicated with an emoji in the header of the chat and next to the customer’s name on the list of chats. The sentiment is updated in real time for each customer message.

The Chats view of the LiveChat Agent App. Various emoticons next to customer names reflect the analysed sentiment of customer messages.

Sentiment is categorized as 5 emotional states, indicated by emojis: very positive, positive, neutral, negative and very negative.

The range of sentiment from Very positive, through positive, neutral, negative, and very negative, with respective icons

Unknown sentiment indicates that the sentiment couldn’t be analyzed, e.g. there is no data or an error occurred.

Sentiment unknown

Sentiment analysis supports the following: Arabic, Chinese (Simplified), Chinese (Traditional), Dutch, English, French, German, Indonesian, Italian, Japanese, Korean, Polish, Portuguese (Brazilian & Continental), Spanish, Thai, Turkish, and Vietnamese.
Sentiment analysis supports the following: Arabic, Chinese (Simplified), Chinese (Traditional), Dutch, English, French, German, Indonesian, Italian, Japanese, Korean, Polish, Portuguese (Brazilian & Continental), Spanish, Thai, Turkish, and Vietnamese.

How to disable itLink icon

If for whatever reason you find the sentiment analysis unhelpful or too distracting, you can hide it in the chat list.


Now you can view your customer’s mood in the Chats list and respond promptly as you witness real-time changes.

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