BERT stands for Bidirectional Encoder Representations from Transformers. Before we get to it, first let’s understand what is sentiment analysis and why it is important in chatbot development.
Why is Sentiment Analysis crucial for Chatbots?
Customer support Chatbots have become an integral part of businesses to improve customer experience. The current focus in Industry is to build a better chatbot enriching human experience. Comprehension of customer reactions thus becomes a natural expectation., To achieve this, the business chatbot needs to understand language, context and tone of the customer.
The opinion or sentiment expressed in a document or sentence can be binary (positive, negative) or fine-grained (positive, negative, strong-positive, strong-negative, neutral, mixed). Advanced analysis can go beyond polarity that includes classification of emotions (angry, sad, happy).
Enabling sentiment analysis on incoming messages does not only help change response as per user mood but also helps in advance analysis of services and breakdowns.