Sentiment analysis enhancements

Enabled for Public preview Early access General availability
End users by admins, makers, or analysts This feature is released. Oct 1, 2019 - This feature is released. Jan 24, 2020

Business value

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.

Feature details

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.

See also

Enable sentiment analysis (docs)