Abstract: Techniques are disclosed for generating and dynamically updating an experience score for a client, where the experience score operates as a quantitative indicator describing a relationship between the client and an entity. The experience score is used to modify subsequent interactions the client has with the entity. Sentiment data detailing the relationship between the client and the entity is acquired. The sentiment data is received from different types of interactions the client had relative to the entity. NLP is used to provide structure to the sentiment data, resulting in an initial set of scoring data being made available. That scoring data is normalized. After normalizing the scoring data, weighting factors are applied to the scoring data to generate weighted scores. The experience score is then generated by aggregating the weighted scores. The experience score is used to then modify a subsequent interaction the client has with the entity.