Real-time sentiment analysis for customer support tickets and conversations.
Evaluate the customer sentiment for every ticket and conversation and provide a brief justification, classifying them into one of five categories: frustrated, unhappy, neutral, happy or delighted.
The Real-Time Sentiment Analysis snap-in enhances customer interactions by automatically detecting and updating customer sentiment in real time. With each new customer message, the sentiment is recalculated and categorized into five levels: Frustrated, Unhappy, Neutral, Happy, and Delighted. This feature also provides a concise justification for the sentiment, offering valuable insights for better decision-making.How does it work?
- Once installed, admins can configure the number of recent customer messages to be analyzed for sentiment evaluation on conversations and tickets. After installing the snap-in, 2 workflows will be activated for tickets and conversations.
- Admins can customize sentiment definitions for tickets and conversations in the snap in. If a definition is left blank, that sentiment will not be evaluated.
- The detected sentiment is displayed as an emoji beside the customer messages tab and in the ticket & conversation attributes tab.
- Users can click on “Show Justification” to view the reasoning behind the sentiment classification.
- Advanced filtering options allow users to group tickets based on sentiment, define a selective set of tickets/conversations to trigger and create custom workflows triggered by sentiment updates (Ex: slack alerts, notifications to managers etc..)
- 2 Dashboards for tickets and conversations are created to help with sentiment insights.
Key Benefits
- Seamless integration within the existing ticketing system.
- Real-time insights into customer sentiment.
- Enhanced agent productivity with instant sentiment tracking
- Ability to create workflows based on sentiment update
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