Thomas Metcalfe, Chattermill

Thomas Metcalfe, Chattermill

Physics graduate with a passion for machine learning & human-computer interaction.

The Natural Language Processing Landscape for Evaluating Customer Emotion

As the volume of unstructured customer feedback increases at an unprecedented rate, customer experience, insight and research professionals are increasingly relying on Natural Language Processing (NLP) technologies for analysing text responses from customers to help make more customer-centric decisions. This talk will outline the mechanics of some of these techniques are applied to text data at scale – enabling the unearthing of insight through evaluation of customer emotion.


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