Evaluate the customer sentiment for every ticket and conversation and provide a brief justification, classifying them into one of five categories: frustrated, unhappy, neutral, happy or delighted.

How does it work?

• Once installed, admins can configure the number of recent customer messages to be analyzed for sentiment evaluation on conversations and tickets. After installing the snap-in, 2 workflows will be activated for tickets and conversations.
• Admins can customize sentiment definitions for tickets and conversations in the snap in. If a definition is left blank, that sentiment will not be evaluated.
• The detected sentiment is displayed as an emoji beside the customer messages tab and in the ticket & conversation attributes tab.
• Users can click on “Show Justification” to view the reasoning behind the sentiment classification.
• Advanced filtering options allow users to group tickets based on sentiment, define a selective set of tickets/conversations to trigger and create custom workflows triggered by sentiment updates (Ex: slack alerts, notifications to managers etc..)
• 2 Dashboards for tickets and conversations are created to help with sentiment insights.

Key Benefits

• Seamless integration within the existing ticketing system.
• Real-time insights into customer sentiment.
• Enhanced agent productivity with instant sentiment tracking
• Ability to create workflows based on sentiment update