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, it evaluates the customer sentiment for ticket and classifies it into the following categories:
- Delighted
- Happy
- Neutral
- Unhappy
- Frustrated
Additionally, it provides a concise justification for its analysis, empowering customer experience engineers with actionable insights into customer sentiment.
How it works
Once installed, admins can configure the number of recent customer messages to be analyzed for sentiment evaluation.
The detected sentiment is displayed as an emoji beside the customer messages tab and in the ticket panel.
Users can click on “Show Justification” to view the reasoning behind the sentiment classification.
Features
Immediate analysis: The moment a comment is posted, real-time sentiment evaluator swings into action, providing quick and accurate sentiment analysis.
Sentiment breakdown: Real-time sentiment evaluator doesn't just stop at classifying sentiments, it also provides a clear justification for its analysis, helping you understand your customers better.
Cross-platform compatibility: Whether your customer interactions take place via email, PLuG, Slack, or any other medium, real-time sentiment evaluator is capable of accurate analysis.
Filtering and workflows: Advanced filtering options allow users to group tickets based on sentiment and create custom workflows triggered by sentiment updates.
Installation
For detailed installation and configuration instructions, refer to the Real-time sentiment evaluator documentation.