Overview
We’re thrilled to introduce AI Chat Sentiment, a powerful feature designed to improve the customer support experience. With AI-driven sentiment analysis, agents can instantly understand the emotional tone of customer conversations and respond more effectively.
How It Works?
Sentiment Analysis:
The AI analyzes the last 5 customer messages in each chat.
Based on this analysis, the sentiment is categorized as:
Positive 😊
Neutral 😐
Negative 😡
Chat List Display:
The identified sentiment is displayed in the chat list as a corresponding emoji.
This enables agents to gauge the tone of a conversation at a glance.
Analytics Dashboard:
Sentiment trends are available in the Helpdesk Analytics under the AI Copilot tab.
Insights from the dashboard help teams understand customer behavior and adjust strategies accordingly.
Benefits:
Improved Agent Efficiency:
Agents can prioritize and handle conversations more effectively based on sentiment.
Enhanced Customer Experience:
Negative sentiment detection ensures faster resolution of issues, improving customer satisfaction.
Actionable Insights:
Sentiment trends in analytics provide valuable data for decision-making, enabling teams to optimize support strategies.
Proactive Support:
Neutral or negative sentiment detection can prompt agents to proactively de-escalate potential issues.
Steps to Access Analytics for Sentiment Trends
Navigate to the Helpdesk Dashboard.
Go to Helpdesk Analytics.
Open the AI Copilot tab.
Review sentiment trends, which are visualized with charts and metrics.
FAQs
Q1: How often is the sentiment updated?
A: The sentiment is updated periodically as new customer messages come in, ensuring the analysis reflects the latest interaction tone.
Q2: Where can I see the sentiment in Helpdesk?
A: The sentiment is displayed as an emoji in the chat list next to each conversation.
Q3: Can I view sentiment trends for all chats?
A: Yes, you can view sentiment trends in the Helpdesk Analytics > AI Copilot tab.
Q4: How is the sentiment determined?
A: The AI analyzes the tone and context of the last 5 customer messages to classify sentiment as positive, neutral, or negative.
Q5: Can I manually update or override the sentiment?
A: No, the sentiment is determined automatically by AI and cannot be manually adjusted.
For further assistance or to raise feature requests related to AI Sentiments , please contact [email protected].