Sentiment analysis uses NLP to classify the emotional tone of customer feedback. In returns, sentiment analysis can identify frustrated customers who experienced defects or shipping issues versus those simply exercising return policies. High negative sentiment on return-related communications may indicate friction in the return process itself, prompting policy improvements.
← Glossary
Sentiment Analysis
AI that determines whether customer text expresses positive, negative, or neutral emotions.
Related terms
- Natural Language Processing — A branch of AI that helps computers understand, interpret, and generate human language.
- Customer Satisfaction Score — A metric measuring how satisfied customers are with their purchase and return experience.
- Return Policy — The documented rules governing whether and how customers can return products for refunds or exchanges.