1.

Customer Sentiment Analysis

Purpose: Categorizing reviews or feedback as positive, negative, or neutral based on certain

keywords.

How to implement:

●​ Use string functions like CONTAINS(), FIND(), and REPLACE() to look for specific
words or phrases in customer reviews.
●​ You can categorize reviews based on positive, negative, or neutral sentiment.

Example:​
​
​
IF CONTAINS([Review], "excellent") OR CONTAINS([Review],
"outstanding") THEN "Positive"
ELSEIF CONTAINS([Review], "poor") OR CONTAINS([Review], "bad") THEN
"Negative"
ELSE "Neutral"
END

●​

Use case: Analyzing customer feedback to understand overall sentiment for a product or
service.

2. Keyword Detection and Categorization

Purpose: Detecting keywords within text fields (such as reviews, support tickets, etc.) and
categorizing the data accordingly.

How to implement:

●​ Use CONTAINS() to check for certain keywords (e.g., "delay", "refund", "product issue").
●​ Categorize tickets or reviews based on the presence of these keywords.

Example:​
​
​
IF CONTAINS([Review], "delay") THEN "Shipping Issue"
ELSEIF CONTAINS([Review], "refund") THEN "Refund Request"
ELSE "General Inquiry"
END

●​

Use case: Classify support tickets or reviews into predefined categories based on the presence
of certain keywords.

3. Text-Based Topic Modeling (Basic)

Purpose: Automatically classifying reviews or comments into topics based on the presence of
certain keywords or phrases.

How to implement:

●​ Combine multiple string functions to identify different topics (e.g., "price", "quality",
"delivery").
●​ Use CONTAINS() and IF statements to map text data to topics.

Example:​
​
​
IF CONTAINS([Review], "price") THEN "Pricing"
ELSEIF CONTAINS([Review], "quality") THEN "Quality"
ELSEIF CONTAINS([Review], "delivery") THEN "Delivery"
ELSE "Other"
END

●​

Use case: Automatically categorize customer reviews into common topics such as pricing,
delivery, quality, etc., for further analysis.

4. Detecting Negative or Positive Feedback for Actionable Insights

Purpose: Analyzing feedback to detect words or phrases indicating dissatisfaction and flagging
those for further action (e.g., sending them for customer service follow-up).

How to implement:
 ●​ Look for words like "bad", "worst", "disappointed", etc., that typically signal negative
feedback.
●​ Flag reviews or comments that are likely to be negative for further review.

Example:​
​
​
IF CONTAINS([Review], "worst") OR CONTAINS([Review], "disappointed")
THEN "Flag for Review"
ELSE "No Action Needed"
END

●​

Use case: Automatically flag potentially negative feedback for review or customer service
follow-up.

5. Emotion Detection in Text

Purpose: Detecting specific emotional tones (e.g., happy, angry, frustrated) in customer
feedback or social media comments based on keywords.

How to implement:

●​ Use keywords like "happy", "excited", "angry", "frustrated" to categorize reviews into
emotional tones.
●​ Combine CONTAINS() and IF to assign labels like "Positive", "Angry", or "Neutral".

Example:​
​
​
IF CONTAINS([Review], "happy") OR CONTAINS([Review], "excited") THEN
"Positive"
ELSEIF CONTAINS([Review], "angry") OR CONTAINS([Review], "frustrated")
THEN "Angry"
ELSE "Neutral"
END

●​

Use case: Classify customer reviews or social media comments based on the emotional tone to
identify potential problems or areas of improvement.
6. Text Clustering for User Feedback

Purpose: Grouping similar types of feedback into clusters based on the text content to help
identify common themes or issues.

How to implement:

●​ Use CONTAINS() to check for multiple themes (e.g., "service", "price", "quality").
●​ Group feedback into clusters like "Service Issues", "Product Issues", "Pricing Issues",
etc.

Example:​
​
​
IF CONTAINS([Review], "service") THEN "Service Issues"
ELSEIF CONTAINS([Review], "price") THEN "Pricing Issues"
ELSEIF CONTAINS([Review], "quality") THEN "Product Issues"
ELSE "Other"
END

●​

Use case: Group feedback into clusters to help organizations understand where they need to
focus their attention.

7. Brand Monitoring

Purpose: Monitor and analyze social media comments, product reviews, or customer feedback
to assess the sentiment surrounding a brand.

How to implement:

●​ Use string functions to identify mentions of a brand or product name.

●​ Analyze the sentiment of these mentions using keywords like "love", "hate", or
"recommend".

Example:​
​
​
IF CONTAINS([Review], "love") THEN "Positive Sentiment"
ELSEIF CONTAINS([Review], "hate") THEN "Negative Sentiment"
ELSE "Neutral Sentiment"
END

●​

Use case: Track the sentiment of reviews or social media posts about a brand to understand
public perception.

8. Spam Detection in User Comments

Purpose: Identifying spam or irrelevant comments based on certain patterns like excessive use
of certain words or links.

How to implement:

●​ Use CONTAINS() to detect keywords like "free", "buy now", or check for patterns like
URLs.
●​ Flag comments as "Spam" or "Valid" based on detected patterns.

Example:​
​
​
IF CONTAINS([Review], "buy now") OR CONTAINS([Review], "free") THEN
"Spam"
ELSE "Valid"
END

●​

Use case: Automatically filter out spam or promotional comments from user feedback or forum
posts.

9. Trending Topics from Reviews or Comments

Purpose: Identify trending topics in customer feedback or reviews based on frequently

mentioned keywords.

How to implement:

●​ Use string functions like CONTAINS() and COUNT() to find frequently mentioned terms
or phrases.
 ●​ Create a bar chart to display the frequency of topics.

Example:​
​
​
IF CONTAINS([Review], "delivery") THEN "Delivery Issues"
ELSEIF CONTAINS([Review], "quality") THEN "Quality Issues"
ELSE "Other"

●​ END