Learn how this feature uses Artificial Intelligence to evaluate interactions, where to access it in Zenvia Customer Cloud, and how to interpret the results.

1. What is sentiment analysis?

Sentiment analysis is a feature that uses Artificial Intelligence to evaluate the content of interactions with your contacts. It analyzes the context of words and texts to classify sentiment as positive, negative, or neutral.

2. Where is this analysis presented?

The feature is displayed differently depending on the module:

• Home: Organization overview
  Presented as Satisfaction Index, it provides a general assessment of interactions with contacts.

• Contact profile
  Presented as Sentiment, it evaluates how the contact feels about their interactions with your team.

• Contact base
  It can be used as a filter called Contact Sentiment to refine the search for contacts based on the predominant sentiment in their interactions. It is also available as a customizable column, allowing the analysis to be viewed directly in the contact base.
• Segmentation rules
  Sentiment analysis can be used as a condition called Customer Sentiment to create segmented groups based on the predominant sentiment in the contacts' interactions.
• Sales Chats
  In Sales chat, the customer's sentiment is displayed next to their name during the conversation, based on the analysis of the conversation history. This visualization helps the agent enhance the experience and adjust their approach with leads or customers. The feedback is not updated in real time; it reflects the interactions recorded up to the moment of the update, which occurs once a day.
• Condition for triggering the expert agent
  When configuring an expert agent, you need to define the conditions to determine when and how it will be triggered. One option is to define the condition based on the contact's sentiment, determining if the sentiment is positive, negative, or neutral, or if it differs from these options.
  With this condition set, the agent can, for example, prioritize service, such as quickly addressing clients with negative sentiments or adjusting the tone of communication according to the sentiment, ensuring a more personalized interaction.

3. What is the difference between the Satisfaction Index and Sentiment?

• Satisfaction Index (Home Module): Represents a general view of sentiment across all interactions in the organization.
• Sentiment (Contact profile): Focuses on the analysis of a specific contact's interactions.

4. Do the Satisfaction Index or Sentiment consider formal surveys or service duration?

No. Both are calculated exclusively based on the analysis of the content of interactions, without considering formal surveys or service time.

5. How is the score calculated?

The analysis is performed using a Natural Language Processing (NLP) model, which evaluates the context of conversations to identify the predominant sentiment. The model considers not only the words used but also how they connect and the overall tone of the interaction. Based on this, it classifies the sentiment as positive, negative, or neutral.