Abstract :

Customer sentiment analysis has become a vital tool for businesses seeking to understand consumer emotions, preferences, and feedback in real-time. Traditional sentiment analysis methods often struggle with scalability, contextual interpretation, and processing unstructured data from diverse sources such as social media, customer reviews, and survey responses. Artificial Intelligence (AI) has revolutionized this domain by leveraging advanced Natural Language Processing (NLP) techniques, including transformer-based models (e.g., BERT, GPT), recurrent neural networks (RNNs), and sentiment-aware embeddings, to extract nuanced insights with higher accuracy and efficiency. AI-driven sentiment analysis enhances customer experience, optimizes marketing strategies, and informs strategic business decisions in areas such as product development and risk management. However, challenges such as algorithmic bias, data privacy concerns, and model interpretability remain critical hurdles. This paper explores these challenges while discussing potential solutions, such as debiasing techniques, federated learning for privacy-preserving sentiment analysis, and explainable AI approaches. Furthermore, it highlights future advancements that could improve the accuracy, reliability, and ethical application of AI in sentiment analysis, ultimately strengthening data-driven decision-making for businesses in dynamic market environments.

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Keywords :

artificial intelligence (AI), Business Intelligence, Customer Sentiment Analysis, Machine Learning (ML), natural language processing (NLP).

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