Chat Sentiment Analysis

Overview

Sentiment Analysis helps agents create a positive experience for customers. When Sentiment Analysis is enabled, Syntelate XA displays a sentiment rating for each inbound and outbound chat message. Possible ratings are positive, neutral or negative.

Note: Sentiment Analysis is an optional feature of Syntelate XA. If your company has added Sentiment Analysis to Syntelate XA, read this section to learn how it works.

Sentiment Ratings

The customer does not see the sentiment ratings. Only the agent can see them.

The sentiment rating is displayed as a sticker next to each message in the Chat element on the agent desktop.

The sticker states the result in words - positive, neutral or negative - and the sticker is color-coded. The color code is green for positive sentiment, yellow for neutral sentiment, and red for negative sentiment.

Here is an example of Sentiment Analysis running on a web chat between an agent and a customer:

A screenshot of a web chat on a Syntelate XA Agent Desktop. The chat bubbles for the agent and the customer are labelled with sentiment analysis scores presented visually in the form of colour-coded stickers.

Customer sentiment and agent sentiment ratings are calculated using the same scoring system.

Agent Messages

The analysis of an agent's message runs after the agent clicks SEND or REPLY but before Syntelate XA sends the message.

The agent's message is held in Syntelate XA so that if the sentiment rating is negative, then the agent can be offered a chance to edit their message to improve the rating before Syntelate XA sends it.

Positive or Neutral Ratings

If the agent's reply is rated positive or neutral, Syntelate XA sends it immediately.

Negative Ratings

If the agent's reply is rated negative, then Syntelate XA does not send it but instead shows a warning to the agent.

The agent can choose to go back and change their message or ignore the warning and send their reply.

Agent Guidance

Follow these steps to respond to sentiment analysis of your messages:

  1. When you receive a chat message from a customer, compose your reply and select the REPLY button.

  2. If the sentiment rating is negative, you see a warning. The warning is displayed in a pop-up box in the Chat element. The pop-up box provides two buttons. You can choose to either:

    • GO BACK: This button prevents your reply from being sent, and it closes the pop-up message so you can edit your reply.

    • CONTINUE: This button sends your reply after it closes the pop-up message. Only choose this option if you are confident that your reply is safe to send.

  3. If the sentiment rating is positive or neutral, you don't need to do anything. Syntelate XA sends your reply as expected.

More Information

Sentiment Analysis is available for web chat and Facebook Messenger chat. Sentiment Analysis is also available for email.

Email Sentiment Analysis

The agent experience of email sentiment analysis is different compared to chat. See Email Sentiment Analysis for details.

Sentiment Analysis Reports

Note: Supervisors can monitor the average customer sentiment ratings for members of their team, which helps supervisors identify good performance and opportunities for improvement. See Sentiment Analysis in the Dashboard Desktop topic.