Luminoso’s new deep learning model understands documents using multiple layers of attention, a mechanism that identifies which words are relevant to get context around a specific concept as expressed by a word or phrase. This model is capable of identifying the author’s sentiment for each individual concept they’ve written about, as opposed to providing an analysis of the overall sentiment of the document.

Using Concept-Level Sentiment, users will be able to:

  • Effectively analyze mixed feedback — Concept-level sentiment analysis is critical for capturing and understanding the voice of the customer (VoC). For example, product reviews rarely contain just one type of feedback, and it’s important to tease apart the good from the bad. Getting a polarity for each of the topics in an open-ended survey response is critical for understanding what works and what doesn’t for your customers.
  • Quickly surface buried feedback — Uncovering negative comments in overwhelmingly positive open-ended survey responses is critical for better understanding customers and employees. For instance, in voice of the employee (VoE) surveys, employee feedback can be overwhelmingly positive and delivered in an upbeat way in an effort to soften criticisms. Concept-Level Sentiment in Luminoso enables users to quickly identify and understand “buried” feedback, such as negative points in an overwhelmingly positive HR survey.
  • Intuitively aggregate concept sentiment across an entire dataset — For instance, after responses to a mobile app market research survey are loaded into Luminoso Daylight, a user can get a distribution of positive, negative, and neutral opinions about every aspect of the mobile experience across all of its mentions in the dataset.
  • Analyze customer and employee feedback across multiple languages — Global organizations often receive customer and employee feedback in multiple languages. With Luminoso, users can analyze the sentiment of concepts, natively in 15 languages.