Sentiment monitoring forcustomer feedback
A system that reads incoming feedback and flags negative sentiment before it becomes a churn risk.
- Client
- Fieldnote
- Type
- AI
- Year
- 2024
- Delivered
- AI engineering · Sentiment analysis · Dashboard · Alerting
- Type
- Sentiment monitoring
- Channels
- Email, reviews, tickets
- Alerts
- Threshold-tuned
- View
- Trend over time
01 /
The challenge
Sentiment analysis is easy to demo and hard to trust — a model that flags everything as negative is ignored, and one that misses real anger is worse than no system at all. The team needed alerts they could act on, not noise.
02 /
What we did
- 01
Built a pipeline that reads feedback from all channels and scores sentiment, so nothing sits unread.
- 02
Tuned the threshold so alerts fire on genuine negativity, not on every mildly critical comment.
- 03
Designed the dashboard to show sentiment trends over time, so the team can see whether things are improving or worsening.
- 04
Added an alert that routes negative feedback to the right person immediately, with the original text attached.
03 /
Outcome
Problems surface before they become churn. The team sees sentiment trends, gets alerted to genuine negativity, and can respond while the customer is still listening.
Built with
- Python
- FastAPI
- OpenAI
- React