Genesys Cloud (formerly PureCloud)

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Sentiment analysis for digital interactions

  • 1.  Sentiment analysis for digital interactions

    Posted 01-19-2021 11:09
    In the last week's release notes one of the new features is the possibility to have sentiment analysis for digital interactions.
    Can somebody guide me what needs to be configured for it to work? We have Cloud3 and voice transcription with respective sentiment analysis is configured and working
    #DigitalChannels
    #Roadmap/NewFeatures

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    Armands Bunkovskis
    Adventus
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  • 2.  RE: Sentiment analysis for digital interactions

    Posted 01-20-2021 06:05
    ​Hi Armands,

    My understanding is that it is invoked as default for Cloud3 on this release - There are no options to enable as for voice.

    #Digitalchannels
    #Roadmap/NewFeatures

    Kind Regards,
    ​​

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    Kirti Chaddha
    British Telecommunications PLC
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  • 3.  RE: Sentiment analysis for digital interactions

    Posted 01-20-2021 09:54
    Thanks. Is that working for anyone? Even if I send in message with genesys provided phrases for bad sentiment - it still shows it as neutral


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    Armands Bunkovskis
    Adventus Solutions Sia
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  • 4.  RE: Sentiment analysis for digital interactions

    GENESYS
    Posted 01-21-2021 10:42
    Hi Armands,

    You need to set the expected language in Speech and Text Analytics Settings.

    Details are here:
    https://help.mypurecloud.com/articles/speech-and-text-analytics-settings/

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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 5.  RE: Sentiment analysis for digital interactions

    Posted 01-21-2021 12:50
    Thanks. This was done as en-US, also language was set on a flow level. When it is done, system starts to show sentiment value, but as I said - it is always 0, even if email contains all phrases for negative sentiment

    0 sentiment


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    Armands Bunkovskis
    Adventus Solutions Sia
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  • 6.  RE: Sentiment analysis for digital interactions

    Posted 01-21-2021 13:02
    I am experiencing the same in our Lab Organization. My email interactions show a sentiment score of 0. Silly question, should there be a Transcript or not for Digital interactions?

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    Dan Fontaine
    Altivon - a ConvergeOne Company
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  • 7.  RE: Sentiment analysis for digital interactions

    GENESYS
    Posted 01-25-2021 09:01
    We will be moving the Digital Interaction to the Transcript tab at a later point.  When we do that, we will also start showing Sentiment and Topic markers as well.  Until then, the event markers are only available through the API and the digital content is still in the existing area.

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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
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  • 8.  RE: Sentiment analysis for digital interactions

    Posted 01-26-2021 05:10
    ​Hi Rakesh,

    Can you please advise when the Digital Transcription, Sentiment Markers and Topics will be delivered via UI ?

    Kind Regards,
    Kirti

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    Kirti Chaddha
    British Telecommunications PLC
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  • 9.  RE: Sentiment analysis for digital interactions

    GENESYS
    Posted 01-26-2021 08:08
    Hi Kirti,

    We don't have a firm date on that yet, but are targeting early to mid Q3 for that.

    ------------------------------
    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------



  • 10.  RE: Sentiment analysis for digital interactions

    GENESYS
    Posted 01-25-2021 08:58
    It looks like sentiment analysis is running correctly as you are seeing 0 for the sentiment score.  It could be something with the formatting of the email.  Could I ask you to submit this to Customer Care?

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    Rakesh Tailor
    Director, Product Management - Workforce Engagement
    Genesys Cloud
    ------------------------------