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  • 1.  Feature News: Agent Empathy Analysis - French (France) Label Update

    Posted 4 days ago
    Edited by Tracy Vickers 3 days ago

    We're making a small but meaningful update based on your feedback 🇫🇷

    As part of Agent Empathy Analysis, the French (France) label for "Unhelpful" in the interaction view will be updated.

     

    This change applies to fr-FR only and was driven by input from our French customers, with the goal of using more neutral, constructive language that better supports agent engagement while still highlighting interactions that may need attention.

    You should see the change rolling out within the next few of weeks.

     

    Thank you for helping us shape a better experience - keep the feedback coming!


    #SpeechandTextAnalytics

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    Liore Finkelstein
    Product Manager
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  • 2.  RE: Feature News: Agent Empathy Analysis - French (France) Label Update

    Posted 2 days ago

    Thanks for sharing this update, Liore.

    This is a great example of how language choice directly impacts agent engagement and perception. Using more neutral and constructive wording-especially for something as sensitive as empathy scoring-can make a real difference in how agents receive and act on feedback, rather than feeling judged.

    It's good to see customer feedback directly influencing these refinements, and limiting the change to fr‑FR makes sense given the cultural and linguistic nuances. Looking forward to seeing similar thoughtful adjustments where applicable. Keep them coming 👍



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    Cesar Padilla
    INDRA COLOMBIA
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    Original Message


  • 3.  RE: Feature News: Agent Empathy Analysis - French (France) Label Update

    Posted 22 hours ago

    Hi, 

    Thanks for sharing this news, but could you please share a few examples of how the Empathy scoring will evolve for specific phrases in French, highlighting before/after changes that are going to be made? We need to be able to anticipate and understand the nuances of the change, to communicate to our end users - if we don't, we risk users flagging unexplained instability in the scores. Many thanks in advance.



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    Gaëlle BISSEY
    Customer Insights Analytics manager at Sage
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    Original Message


  • 4.  RE: Feature News: Agent Empathy Analysis - French (France) Label Update

    Posted 21 hours ago

    Hi Gaëlle,

    We're updating the text label only for "Unhelpful" in Agent Empathy Analysis - changing "Peu serviable" to "Point d'attention."

    This is strictly a wording update in the interface. There is no impact to scoring, detection, or how the Behavior is detected and calculated.

    Hope this helps,

    As always, thanks for your questions and feedback!



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    Liore Finkelstein
    Product Manager
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    Original Message


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