In Listen, you can find the emotional impact of your project by viewing the sentiment on your indexed mentions. With 20 languages supported, our sentiment analysis service will apply a positive, neutral, or negative sentiment to as many mentions as possible.
Using this data, you can isolate mentions based on sentiment, discover trends based on sentiment, view sentiment over time, and manually change sentiment as needed.
Viewing Sentiment in Listen
When you open your Listen project, you can choose from four views at the very top of the page: Insights, Comparison, Monitoring, and Mentions. Full guides for each view can be found here.
It’s possible to view the sentiment on your Mentions from any view. To simply view all your mentions along with their sentiment, visit ‘Mentions’ view. In Mentions view, applicable mentions will be displayed along with a positive, neutral, or negative icon in the bottom right.
In both ‘Insights’ and ‘Comparison’ view, you will see graphs, key figures, phrases, demographic information, and more relating to the mentions indexed for your project. You can click on any interactive graphs or keywords to view a filtered list of your mentions on a pop-out on the far right. The sentiment will be displayed on the bottom right of each mention.
In ‘Monitoring’ view, your mentions will be displayed in live feeds. The sentiment will be displayed on the bottom right of each mention in all feeds.
Changing Sentiment in Listen
In rare cases, sentiment may be interpreted incorrectly. For example, sarcasm (“Oh, great...”) may be seen to be positive.
If you feel that the interpreted sentiment on a mention doesn’t reflect the true sentiment, you can click on the sentiment icon from the bottom right to change it as needed.
Additionally, when you’re viewing mentions from 'Insights', 'Comparison', and 'Mentions' view, you can save some time by changing sentiment on more than one mention in bulk. To change sentiment in bulk, select the check box on the left of each applicable mention, followed by the ‘Sentiment’ dropdown at the top of the page.
It’s not possible to select mentions in bulk in ‘Monitoring’ view.
Analyzing Sentiment in Listen
You can analyze your projects sentiment in both ‘Insights’ and ‘Comparison’ view in Listen.
In ‘Insights’ view, click the ‘Sentiment’ tab to view graphs for ‘Activity by sentiment’ and ‘Sentiment by source’. For more information on what each graph covers, please visit our Help Center guide here.
In ‘Comparison’ view, scroll down to the ‘Sentiment’ graph to view the number of positive, neutral, or negative mentions for each individual topic. You can also choose to compare the sentiment for one topic over different time ranges as described here.
Below, you can also find out how to filter your entire project view by sentiment, along with all associated analytics in any project view.
Filter Listen Projects by Sentiment
When you’re viewing a Listen project, you can filter your mentions based on Sentiment. Filtering by sentiment will allow you to view all insights, trends, phrases, demographics, and more based solely on mentions matching your chosen sentiment. Please see the steps below:
- From any view in Listen, click the magnifying glass icon from the search bar at the top of the page.
- Select ‘Content’.
- Under ‘Sentiment’, choose any applicable sentiment. You can choose more than one.
- Click ‘Apply’.
Filter by ‘Unknown’ to manually view a list of all mentions we couldn’t interpret. You may be able to quickly identify and apply a sentiment manually.
- How is Falcon's Sentiment calculated?
We have partnered with Semantria, a leading sentiment analysis company, who use a logarithmic scale to determine the sentiment polarity of an interaction.
A Positive mention will contain more favourable words, "I love this product," for example; while a Negative mention will contain more objectionable phrases, such as "I hate that product." Neutral mentions could contain a balance of both Positive and Negative keywords.
- What languages are supported?
- Twenty languages can be analyzed: Arabic, Chinese, Danish, Dutch, English, French, German, Hebrew, Italian, Japanese, Korean, Norwegian, Polish, Portuguese, Russian, Swedish, Thai, Turkish, Vietnamese.
- Why aren't all messages analyzed?
- Where possible, we will provide sentiment analysis on an interaction/mention, however there may be certain times where the analysis is not possible. For example, if a language is not supported or the text is undecipherable.
- From when will sentiment analysis begin?
- We provide sentiment analysis on data collected from 1st December 2014 onwards.
- Is this the same as Sentiment in Engage?
- Yes. The same algorithms that are used to determine sentiment in your incoming messages (Engage) applies to your Listen mentions.