Sentiment analysis enhancements
|Enabled for||Public preview||Early access||General availability|
|End users by admins, makers, or analysts||Oct 1, 2019||-||Jan 24, 2020|
Understanding customer sentiment helps agents provide more personalized and empathetic service to customers. Enhancing sentiment features with additional language support, new icons, and accessibility features helps agents improve customer service delivery.
The ability to identify negative sentiment events in ongoing messaging sessions is key as it provides an opportunity for agents and supervisors to act on that data and ensure a positive customer outcome. This feature introduces additional sentiment enhancements that enable agents to use sentiment to better serve customers:
- Additional language support: Sentiment analysis support includes additional languages, making the text analytics feature available to additional markets.
- Improved agent sentiment visibility: The real-time sentiment experience now has updated icons and accessibility enhancements including supporting features for the visually impaired. Agents can more easily identify when a support session doesn't go well, and they can proactively request supervisor or peer help in addressing the issue.
Enable sentiment analysis (docs)