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Real Time Sentiment Analysis

The Real-Time Sentiment Analysis feature enables agents to monitor customer sentiment dynamically during active chat conversations. When enabled, this feature displays a sentiment indicator that updates in real-time based on ongoing conversation analysis.

Note

  • Sentiment data appears only for interactions after deployment of release v3.13.0, provided the Real Time Sentiment Analysis setting is enabled.
  • Sentiment capture is unavailable for messages sent during any configuration disruption.

Steps to enable Real Time Sentiment Analysis:

  1. Go to Contact Center AI > CONFIGURATIONS > Advanced Settings > Real Time sentiment Analysis.
    Real-Time Sentiment Analysis

  2. Turn on the toggle to enable Real Time Sentiment Analysis. This feature is disabled by default.

    To use this feature, you must configure a custom model and enable the appropriate prompt in GenAI Tools. Learn more.

    Real-Time Sentiment Analysis Toggle

Benefits of Real-Time Sentiment Analysis

  • Provides real-time visibility into customer sentiment during conversations.
  • Enables agents to respond with greater empathy and emotional awareness.
  • Enhances issue resolution by helping agents tailor responses based on sentiment changes.
  • Improves customer experience through timely and appropriate agent interventions.
  • Offers interactive visual analysis of emotional trends over time.
  • Allows agents to customize views for targeted sentiment review.