EmotionAI is Coosto’s newest feature, going beyond traditional sentiment analysis (positive, negative, or neutral). It recognizes and measures 13 specific emotions in online conversations about your brand or products, such as joy, frustration, sarcasm, and concern.
Additionally, EmotionAI measures the intensity of these emotions (low, medium, or high), so you not only know what is being said, but also how strongly it is felt.
With EmotionAI, you can see which emotions your brand or products evoke and how these emotions change over time. This provides deeper insights into your customers’ feelings and helps you make data-driven decisions.
Key features of EmotionAI
Emotion recognition: Identifies 13 emotions, such as joy, frustration, sarcasm, and appreciation, for a richer understanding of your customers’ and audience’s feelings.
Intensity levels: Classifies emotions as low, medium, or high, allowing you to prioritize urgent responses.
Contextual analysis: Focuses on emotions related to your brand or products, even in complex conversations with multiple topics.
Real-time insights: Integrated into Coosto’s dashboards and reports, enabling you to visualize emotional trends and set alerts for significant changes.
Sarcasm detection: Recognizes sarcasm as a distinct emotion, helping you avoid misinterpreting ironic or humorous remarks.
Cross-source measurement: Works across social media, news, blogs, and forums, providing a consistent view of your reputation across all channels.
Why use EmotionAI?
Deeper insights: Go beyond basic sentiment and uncover the true emotional drivers behind opinions and reactions.
Proactive reputation management: Detect early signs of frustration, satisfaction, or disappointment before they escalate.
Data-driven decisions: Adjust your communication, customer experience, and brand strategy based on emotional insights.
Crisis prevention: Identify sudden spikes in negative emotions and take swift action to mitigate risks.
How to use EmotionAI in Coosto
Monitor emotional trends: Use EmotionAI to track how emotions around your brand or products evolve. Create a dashboard in Report to compare periods, measure campaign impact, or analyze employer branding activities.
Set up alerts: Receive notifications when negative emotions (such as anger or sarcasm) or high-intensity discussions increase, so you can quickly respond to potential issues.
Filter and segment: Use filters to focus on specific emotions, intensity levels, brands, products, or time periods, making it easy to analyze what’s most relevant to your team.
Combine with other data: Integrate emotional insights with social media statistics like likes, shares, and reactions for a complete picture of your brand or market.
Act on insights:
Customer support: Route high-intensity negative emotions to specialized teams for quick resolution.
Marketing: Align campaigns with emotions that resonate most with your audience.
PR/crisis management: Address growing concerns or frustration before they spread.
Activating and Setting Up EmotionAI
EmotionAI is available as an extension package for Coosto Listen. First, contact your Customer Success Manager to activate EmotionAI for your organization.
Start in Project Settings > Sources. Click “Request Source,” choose “EmotionAI search,” and describe which messages should be included in the EmotionAI classification. Once your request is approved, you will receive confirmation by email. EmotionAI is now ready for use.
💡 Want to monitor multiple brands? Request multiple EmotionAI Searches. This allows you to select brands separately and see exactly which brand an emotion is linked to.
Go to Listen and open the Search for which you want to activate EmotionAI. Open the Filter options and select your EmotionAI Search. The EmotionAI results will now be displayed!
Frequently asked questions
What is the difference between EmotionAI and traditional sentiment analysis?
Traditional sentiment analysis only indicates whether a reaction is positive, negative, or neutral. EmotionAI identifies specific emotions and their intensity for actionable insights.
Can EmotionAI detect sarcasm?
Yes, EmotionAI recognizes sarcasm as a distinct emotion, so you don’t misinterpret ironic remarks.
Which languages does EmotionAI support?
EmotionAI is optimized for Dutch and English, with expansion to other languages in development.
How is EmotionAI integrated into Coosto?
EmotionAI insights are available in Listen Searches, dashboards, and reports in Report. You can visualize emotional trends and set alerts for specific emotions or intensity levels.
Who is EmotionAI for?
EmotionAI is ideal for marketing, brand, HR, and customer service teams who want to build, protect, and substantiate reputation with data.
What are the costs of EmotionAI?
EmotionAI is an AI add-on for Coosto. Costs depend on your usage. Your Customer Success Manager can advise on the number of messages covered for your organization and the associated costs. Feel free to contact your CSM at [email protected] to discuss this!
Where can I see my usage?
On the Sources page in Project Settings, you can view your current usage and the size of your EmotionAI package, so you know exactly how much capacity you have left! If your monthly usage is exceeded, classification will automatically stop. New messages will not be classified until the new period begins and capacity is available again.
Do you have further questions? Contact Support or your Customer Success Manager to get started or for help using EmotionAI in your workflow!