The New York Times takes a look at the developments in automated sentiment analysis. I was intrigued by one company’s analogy:
“This is a canary in a coal mine for us,” said John Whelan, StubHub’s director of customer service.
Which is about where I stand on automated sentiment analysis: it’s a blunt tool at best that’s still many years away from fulfilling its potential.
I’m not entirely against sentiment analysis–70% accuracy is better than 0%–but I continue to be concerned that businesses are lulled into a false sense of security by it. After all, would you walk into a coal mine with a bird that has a 30% chance of getting it wrong about dangerous gas levels? I know I wouldn’t.