Sentiment analysis in voice and digital interactions
Overview
Sentiment analysis evaluates interactions to measure the emotional tone of both the customer and the agent. The system processes individual interaction segments to generate independent sentiment metrics for each participant, enabling users to objectively assess call quality and identify areas requiring intervention.
Sentiment analysis is available for both voice and digital interactions in English only.
Sentiment representation
Sentiment data is represented using the following components:
Sentiment analysis in digital interactions
Sentiment analysis is available for all types of digital interactions, including SMS, webchat, WhatsApp, and email.
The system applies the following logic to digital interactions:
Each message sent by any participant is evaluated independently.
The system assigns each message a sentiment score, which is mapped to a sentiment level displayed by Conversation Analyzer.
Limitations
Sentiment analysis for digital interactions is only available for interactions when the language is set to English. Interactions in other languages are not processed.
Currently, sentiment analysis for digital interactions is available in the EMEA and NAM regions only.
Sentiment analysis in voice interactions
The system applies the following logic to voice interactions:
Each continuous segment of dialogue spoken by a participant is defined as a speaker turn. The system assigns each speaker turn a numerical score ranging from -1 (most negative) to 1 (most positive).
The system maps the scores across five distinct sentiment levels, each associated with a specific color.
The system applies the assigned colors consistently within the interaction content player to provide a real-time visual representation of sentiment throughout the duration of the call.
Scores
The following are the applied score ranges:
Sentiment | Sentiment score range | Color |
|
|---|---|---|---|
Very negative | -1 <= score < -0.6 | Dark red |
|
Negative | -0.6 <= score < -0.2 | Red |
|
Neutral | -0.2 <= score <= 0.2 | Yellow |
|
Positive | 0.20 < score <= 0.6 | Green |
|
Very positive | 0.60 < score <= 1 | Dark green |
|
Icons
In the case of digital interactions, the score is also expressed with a matching icon.
Overall sentiment score
The overall sentiment score is an average of the sentiment scores throughout the interaction. The individual score of every message or section of dialogue spoken by each party is included in the calculation.
Sentiment trend lines
The agent and the customer have their own sentiment lines, showing the changes in sentiment throughout the interaction. The customer or agent switch indicates whose trend line is highlighted — the customer's or the agent's. Clicking on the line scrolls to the relevant point in the transcript.
For voice interactions, sentiment lines appear underneath the voice visualization and event timeline section in the interaction content player.
For digital interactions, sentiment lines appear in the Conversation Viewer UI.
Customer sentiment in a voice interaction
Customer sentiment in a digital interaction
Transcript highlighting
Voice interaction transcript
For voice interactions, each section of dialogue has a sentiment score in the top right corner, and the section has a colored border indicating the sentiment.
Digital interaction transcript
For digital interactions, each message has a sentiment score in the top right corner, and the message has a colored border indicating the sentiment. Additionally, words that triggered category matches are highlighted in the corresponding category's color.