This chapter presents a primer on natural language processing (NLP) – a technique that gives machines the ability to read, understand and derive meaning from the human languages. Businesses are turning to NLP technology to derive understanding from the enormous amount of unstructured data available online and in call logs. The section also explores NLP for sentiment analysis focused on emotions. With the help of sentiment analysis, businesses can understand their customers better to improve their experience, which will help the businesses change their market position.