The Real-time sentiment evaluator snap-in revolutionizes customer interactions by instantly assessing and updating customer sentiment. Every time a customer sends a message, it automatically recalculates sentiment and categorizes it into five distinct levels: Frustrated, Unhappy, Neutral, Happy, or Delighted. Additionally, it provides a concise justification for each sentiment classification, offering valuable insights that help businesses make informed decisions and enhance customer support efficiency. This powerful tool integrates into your ticketing system, ensuring that agents can monitor sentiment changes in real time and respond proactively to customer needs.
Installation
Install the Real-time sentiment evaluator snap-in from the DevRev marketplace.
Select the workspace to install the snap-in, and click Install.
Configuration
Post installing the snap-in, choose the number of recent customer messages to evaluate for generating the customer sentiment.
Click Save and Install Snap-in.
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 tkt’s/conv’s to trigger and create custom workflows triggered by sentiment updates(Ex: slack alerts, notifications to managers etc..)
Dashboards for tickets and conversations are created to help with sentiment insights