Sentiment analysis

Concept

Sentiment analysis estimates whether a conversation appears positive, neutral or negative; in customer service it gives agents a signal to listen more carefully, not a verdict.

Title graphic: Sentiment analysis (Concept)

Type	Concept

Key points about Sentiment analysis

Advanced sentiment analysis captures how people feel, what drives behavior and where risks or opportunities emerge. · Sentiment Analysis for Executive Leadership…
Knowledge articles, quick replies, Copilot, Smart Assist, sentiment analysis, transcripts and supervisor analytics support agents and managers. · Dynamics 365 Omnichannel - Simply Explained

Episodes about Sentiment analysis

Reduce Support Costs with Dynamics 365 AI Agents

2025-12-09 · Video on YouTube

You feel the chaos, inbox overflow, tickets vanish, customers rage. In this episode, we show how to tame that chaos with autonomous agents inside Dynamics 365 that standardize email-to-case intake, classify intent, and route every ticket with honest math…

Sentiment Analysis for Executive Leadership Reporting

2026-04-28 · Video on YouTube

The episode argues that traditional dashboards are no longer enough for executive reporting because they only show data, not meaning. Advanced sentiment analysis changes this by capturing how people feel, what’s driving behavior, and where risks or…

Dynamics 365 Omnichannel - Simply Explained

2026-08-18 · Video on YouTube

Customers repeat their story on every channel because chat, email, phone and social messages live in separate tools. This episode explains for customer service teams and supervisors how Dynamics 365 Omnichannel connects those conversations in one workspace.…

Timeline of episodes about Sentiment analysis

Articles about Sentiment analysis (1)

Beyond Keywords: How NLP and Machine Learning Spot Frustration Early
2026-08-12 · Mirko Peters
Welcome back to the podcast blog! If you have ever listened to our show, you know we love diving deep into the tech stack that powers modern business operations. To…

Frequently asked questions

Why are dashboards not enough for executive reporting?

Dashboards only show data, not meaning. Leaders need to know why something is happening, who is affected and what action is required. Sentiment analysis adds that context, which narrows the gap between data and real business outcomes. · From the episode: Sentiment Analysis for Executive Leadership…

How does sentiment analysis help leadership decisions?

It reveals hidden emotions and early warning signs of dissatisfaction, and shows what is driving behavior. Instead of only reporting numbers, leaders interpret signals, so analytics becomes a decision system rather than a visibility tool. · From the episode: Sentiment Analysis for Executive Leadership…

What helps agents during a conversation?

Knowledge articles, quick replies, Copilot, Smart Assist, sentiment analysis, customer history, cases and transcripts, while supervisors use analytics. · From the episode: Dynamics 365 Omnichannel - Simply Explained

Glossary

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Feed for this topic (RSS): entity/sentiment-analysis/feed.xml
M365.FM episodes on this topic: 3
Articles on this topic: 1

Maintained by Mirko Peters (Microsoft MVP) · Last updated: 2026-11-03