The sentiment evaluator snap-in uses advanced sentiment analysis algorithms to evaluate the customer sentiment of every resolved conversation and classify it into one of 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.

Note: The sentiment evaluator snap-in is only available for the dev users.

How it works

Once a conversation is resolved, the sentiment evaluator snap-in analyzes the customer messages, catching nuanced emotional cues, and categorizes the sentiment accordingly.

Features

• Immediate analysis

It provides fast and accurate sentiment analysis once a ticket is resolved.

• Sentiment breakdown

It doesn't just classify sentiments, it also provides a clear justification for its analysis, helping you understand your customers better.

• Cross-platform compatibility

It can analyze customer interactions via email, PLuG, Slack, or any other medium.

• High accuracy

It minimizes errors by only assigning sentiments when it has high confidence.

Installation

For detailed installation and configuration instructions, refer to the Sentiment evaluator documentation.