Question

A programmer creates a bot that uses Artificial Intelligence to scan the text of customer feedback emails. The bot analyzes the wording in the emails to determine whether they are positive or negative, and then accordingly routes the emails to customer service representatives for follow-up.Which technique is illustrated here?

Answer 1

The technique used to analyse wordings in an email and classifies them as positive or negative is Sentiment analysis.

What is Sentiment Analysis?

Sentiment analysis, also called opinion mining is a method of natural language processing  and text analysis that  systematically processes the wordings in a text in order determine the opinion  behind the piece of writing and classifies it positive, negative, or neutral.

Here,the bot will read the given emails, understand the opinion being  conveyed in the text and classifies  it as positive, negative or neutral, and then accordingly routes the emails to customer service representatives for follow-up.

General purpose of Sentiment Analysis includes

• Monitoring social media
• Analyzing customer feedback.
• Understanding Public opinion about an idea.

Tools that help with Sentiment Analysis among others includes:

• Awario
• Lexalytics
• Talkwaller
• Brandwatch

Read more on Sentiment Analysis here: brainly.com/question/758192