AI-based support request sentiment analysis using MapForce and GPT-4

Automated sentiment analysis of text, such as user reviews, has historically been a challenge. Because of the myriad intricacies of natural language, systems faced difficulties in analyzing context and nuances. This required an inordinate amount of manual work to overcome.

One of the many useful capabilities of modern AI systems that are based on large language models (LLMs) such as OpenAI’s GPT-4 is that they are very good at sentiment analysis of natural text inputs. We can use that capability to build a very efficient database solution in MapForce that, for example, goes through all the new incoming records in a support database and automatically determines whether a particular support request or other customer feedback is positive, negative, constitutes a bug report, or should be considered as a feature request.

Decorative lead photo depicting machine learning for sentiment analysis
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