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Sentiment

 

Powered by IBM Watson, the Sentiment action allows you to quantify and act upon the sentiment of a voice recording or text. It could be used to measure contact center agent performance, collect customer feedback, measure customer satisfaction, and more!

Text Feed
This field allows you to select which channel you would like to analyze. Select ANI to record the caller, DNIS to record the receiver, and ICALL_#.CHANNEL_ID to record both channels. Depending on how you’ve built your flow, you may have additional channels to analyze like a recording or an SMS.

Sentiment
This is the assigned name to the measurement. It will look like SENTIMENT_#.tonality. The # within the name refers to the number assigned to the Sentiment block.

In order to act upon the Sentiment measured by SmartFlows, you’ll need to follow it with Switch or Condition. Switch allows for more control over the actions you can take afterwards, so we recommend using Switch.

Variable
Select SENTIMENT_#.sentiment to act upon the measurement.

Condition
This field allows you to select “contains”, “less than”, or “greater than”.

Value
There are pre-determined values based on Watson’s capabilities. Sentiment is scored as either negative to positive. You can configure your flow to react to the measured sentiment based on these values.

For more information about how to use IBM Watson’s Text Analysis: https://cloud.ibm.com/apidocs/natural-language-understanding#analyze-text

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