Companies that sell products or services online need to constantly monitor customer reviews left on their website after purchasing a product. The company’s marketing and customer service departments analyze these reviews to understand customer sentiment. For example, marketing could use this data to create campaigns targeting different customer segments. Customer service departments could use this data to spot customer dissatisfaction and take corrective action.
Traditionally, this data is collected via a batch process and sent to a data warehouse for storage, analysis, and reporting, and is made available to decision-makers after several hours, if not days. If this data can be analyzed immediately, it can provide opportunities for companies to react quickly to customer sentiment.
In this post, we describe an approach for analyzing the overall sentiment of customer feedback in near-real time (a few minutes). We also demonstrate how to understand the different sentiments associated with specific entities in

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