Doesn't that stunningly miss the point of sentiment analysis and customer service? If you are optimizing the score with your own output in what way does the sen

Doesn't that stunningly miss the point of sentiment analysis and customer service? If you are optimizing the score with your own output in what way does the sentiment represent a proxy for any meaningful business measure like retention, loyalty or willingness to pay? Surely it's just a proxy for "we have a fella who tweets"?