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Run Sentiment Analysis on digital interactions

Run Sentiment Analysis on digital interactions

FROM VERSION 3.53.0

Sentiment analysis can be performed on customer interactions to detect the predominant emotional tone. The system analyzes the message text and classifies the sentiment as:

  • Positive

  • Neutral

  • Mixed

  • Negative

Sentiment Analysis can be performed on Chat, SMS, WhatsApp, Open Channel interactions

Requirements

  • XCALLY Quality Analysis add-on license

  • Active account with a sentiment analysis provider (Amazon AWS or OpenAI)

  • Provider account configured in the Cloud Providers section of XCALLY

  • XCALLY Settings → General → Quality Analysis → Sentiment Analysis enabled

 

On the New Client Experience, as administrator or supervisor with the appropriate permissions you can launch sentiment analysis from the Interactions tab:

  1. Click the three-dot menu (⋮) of the interaction of interest

  2. Select Run Sentiment and choose the provider (OpenAI or Amazon AWS)

  3. View the result in the Sentiment column of the interactions table

The sentiment result reflects the most recent 'Run Sentiment' action that was successfully completed. It will be visible to agents who have access to view that interaction. More details like the chosen provider and the percentage distribution of each sentiment category can be found in the Spy → Interactions section as described in the next paragraph.

If you can’t find Sentiment columns, you can add them clicking the manage columns button:

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You can also run sentiment analysis on multiple interactions at once:

  1. Select the desired interactions

  2. Click Run Sentiment icon

  3. Choose the provider

  4. Get the results

 

Video tutorial