Sentiment Analysis
How conversations are analyzed for sentiment.
What you'll need
- An active AI chatbot with conversations coming in
Steps
- Each conversation is automatically assigned a sentiment score: positive, neutral, or negative.
- Sentiment is determined by analyzing the visitor's messages throughout the conversation.
- View sentiment in the conversation detail view alongside lead scores.
- Use sentiment to identify frustrated visitors who may need personal follow-up.
- Filter conversations by sentiment in the Inbox to quickly find visitors who had a negative experience.
Tips
- Negative sentiment often means the visitor didn't find what they were looking for. These are opportunities for a personal call.
- Positive sentiment combined with high lead scores are your warmest leads.
- If you notice a pattern of negative sentiment, check whether your chatbot's knowledge base needs updating.