Email Sentiment Analysis

Overview

Sentiment Analysis helps agents create a positive experience for customers. When Sentiment Analysis is enabled, Syntelate XA displays a sentiment rating automatically for each inbound email, and on demand for each outbound email. Possible ratings are positive, neutral or negative. The customer does not see the sentiment ratings. Only the agent can see them.

Customer Sentiment Ratings

Syntelate XA shows agents the sentiment rating of a customer email by displaying a sentiment rating bar at the bottom of the inbound mail window.

The sentiment rating bar is color-coded like a traffic-light system:

• Green for positive sentiment

• Orange for neutral sentiment

• Red for negative sentiment

The sentiment rating bar also displays the rating as a word accompanied by an emoji.

Analysis of Agent Emails

Email sentiment analysis is done on demand, not automatically. When an agent has drafted an email, they can choose to check the sentiment of their draft before sending it. The agent needs to select the text they want to be analyzed and then click the Sentiment button in the HTML Editor toolbar.

The Sentiment button sends the selected text to the analyzer, which calculates the rating and then Syntelate XA displays the rating in a dialog on the agent desktop.

The dialog's sentiment ratings are color-coded like a traffic-light system:

• Green for positive sentiment

• Orange for neutral sentiment

• Red for negative sentiment

If the rating is either neutral or positive, the agent can be confident in sending the email.

If the rating is negative, then the agent can choose to go back and change their email or ignore the warning and send their reply.

Agent Guidance

Follow these steps to work with sentiment analysis on customer and outbound emails:

1. When you receive an email from a customer, look at the sentiment rating bar at the bottom of the inbound email window. The rating will be positive, neutral or negative. The sentiment rating can be a helpful indicator of what sort of reply you should write.

2. Compose your reply to the customer but do not send it.

3. Before you send your reply, select the text of your email message.

4. Click the Sentiment button. Your email message will be analyzed and Syntelate XA will show you the result.

5. If the result is positive or neutral, you can dismiss the dialog and send your email.

6. If the sentiment rating of your email is negative, then dismiss the dialog but do not send your email.

7. Decide if you want to edit your email and repeat the sentiment analysis to gain a positive rating.

8. If you don't want to edit your email, then you can send it.

More Information

Chat Sentiment Analysis

Sentiment Analysis is available for web chat and Facebook Messenger chat. The agent experience of chat sentiment analysis is different to email. See Chat Sentiment Analysis for details.

Sentiment Analysis Reports