• Project Title: Analyzing Sentiment Analysis

  • BASIS Advisor: Dr. Ryan Grove

  • Internship Location: Clarabridge Inc.

  • Onsite Mentor: Sandesh Sanjay Gade

Sentiment analysis, the ability to extract information about customers based on their feedback, whether that be in surveys, chats, voice messages, or social media, is one of the most powerful tools of machine learning. It would take thousands of hours for humans to evaluate the feedback given by customers and understand what could be improved. An AI model, on the other hand, could analyze millions of lines of text and voicemails quickly and efficiently. The purpose of my senior research project is to understand how Clarabridge, one of the fastest growing software companies in sentiment analysis and text analytics, performs the task of using an automated process to identify customers’ opinions as positive, neutral, or negative, as well as their specific emotions (angry, sad, satisfied, etc…). Through experimentation as well as individual research into this rapidly advancing field of machine learning, I aim to explore which areas the models perform as well as or even better than humans, along with in which scenarios the artificial intelligence model fails to meet expectations. By the end of the project, I hope to have gained a thorough understanding of sentiment analysis using AI, and I hope to help contribute to Clarabridge’s sentiment analysis algorithms to improve its performance analyzing the feelings and emotions of customers.