Sentiment analysis is the interpretation and classification of phrases within an interaction based on the attitude expressed by the customer (positive, negative, and neutral). By capturing the sentiment of the customer’s phrases, users can gain valuable insight into the customer’s experience and can use this information to improve service delivery.

    Understand sentiment analysis

    Learn about sentiment analysis.  

    Work with sentiment analysis

    Call center managers and agents can gauge customer sentiment using positive or negative sentiment markers, scores, and trends. They can also search for interactions according to a sentiment filter.