Sentiment analysis plays a key role in social intelligence (a generalization of social-media analytics) and in customer-experience programs, but the disparity in tool performance is wide. It’s natural that users will look for accuracy figures, and that solution providers — the ones that pretend to better performance — will use accuracy as a differentiator. The competition is suspect, for reasons I outlined in Social Media Sentiment: Competing on Accuracy. Per that article, there’s no standard yardstick for sentiment-analysis accuracy measurement. But that’s a technical point. Worth further exploring:
- Providers, using human raters as a yardstick, don’t play by the same rules.