5 Software That Uses AI to Analyze Customer Reviews

9 min read

Display ads and social media campaigns can increase website traffic, but when it comes to converting shoppers and driving actual sales online, reviews become everything.

Online reviews can have a major impact on a shopper’s decision to pull the trigger on a product from a brand or retailer they’ve never purchased from before. They also convey sentiment about products or services that may not be available to the brand, which is why brands that ignore online reviews posted by their customers are making a major mistake.

In addition to star ratings, there’s tons of information. Sentiment and opinions can be used to shape the way a brand develops its best-selling products. However, given the number of reviews posted every day, it’s impossible for most major brands to analyze each customer’s reaction individually. Instead, more and more brands are leveraging artificial intelligence (AI) technology to extract and analyze sentiment in product reviews.

Here are five pieces of software that offer such AI technology to analyze customer feedback posted online.

5 AI-powered consumer review analytics platforms

1. VOC Octoparse

Octoparse VOC is an artificial intelligence tool that helps brands/sellers quickly discover reliable consumer insights from online reviews and trailer videos and present them in an actionable format.

2. Lexalytics

Instead of manually analyzing reviews and comments, Lexalytics encourages retail marketers to use its natural language solutions to automate the process. Lexalytics’ sentiment and intent analysis is available through the company’s multilingual text analytics engine. Brands can quickly analyze thousands of tweets, comments and online reviews, using algorithms to identify recurring themes and topics(For example, poor fit or great customer service.)

Out-of-the-box ratings can help retailers understand how customers feel and why they feel that way, without having to read each review individually.

3. Aspectiva

Aspectiva is using artificial intelligence to automatically display what people are saying about online products. Retailers with e-commerce sites can integrate the technology into their product pages to give shoppers more confidence in what they’re buying. Aspectiva automatically displays product attributes from reviews, meaning shoppers can filter products by attributes such as softness or durability. If a product is not highly rated, Aspectiva’s technology changes and displays dynamic products that are personalized based on the shopper’s intent.


Global brands such as Neutrogena, KitchenAid and Gillette use Revuze to better understand the emotions expressed in consumer product reviews. Revuze’s algorithms spot changes in interest in products or features, as well as emerging trends, such as a sudden interest in a new ingredient among people buying beauty products. The company’s AI text interpretation engine constantly scans customers’ online and offline data feeds and then creates reports that executives can use to gain insight into any element of any product. In addition to analyzing reviews posted on the brand’s own website, Revuze tracks Facebook, Twitter, call centers, chat logs and in-store data.

5. SentiGeek

SentiGeek uses advanced algorithms to analyze customer reviews and comments. SentiGeek uses dependencies, proprietary industry-specific tags, complex grammar and syntax rules, cognitive/pragmatic rules, and other resources to analyze reviews and identify feelings and opinions. The company’s technology can also categorize reviewers, as it takes into account “context specificity” in processing shopper comments. The information generated is presented in the form of reports and analytics, including current trends based on changes in online review sentiment, as well as customer profiles and industry-specific customer personas.

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