Sentiment Analysis
Analysise the sentiment of a request/ticket at the click of a button. One fewer task for your agents.
Benefits to you
- Instantly analyze the sentiment of a customer on a request
- Audited over the lifespan of the request
What you can do
- One-click Sentiment Analysis of ticket details and actions.
Where to find it
In any request record, you’ll see the new HAi Overview box. Simply click the HAi icon on the right-hand side to generate the request overview including the sentiment.
How to use it
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Open a request record. Go to the HAi Overview area and click the HAi icon.
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HAi generates the sentiment and automatically saves it, this value is audited for reporting on at a later stage
Template Variables
Request Sentiment can be used in email templates as the variable is available with the others.
Auto Updates
Its possible to enable auto updates for Sentiment Analysis
Request Insights
Once a request is resolved or closed, the request insights tab can be used to show reports on the history of the sentiment against a given request over time.
Sentiment Values
Sentiment value stored in the database and available in template variables has the follow corosponding labels
| Sentiment Value | Sentiment Label |
|---|---|
| 0 | No Sentimetn Found |
| 1 | Most UnHappy |
| 2 | UnHappy |
| 3 | Neutral |
| 4 | Happy |
| 5 | Most Happy |