We are adding Customer Sentiment Analysis to voice transcription. That feature will GA on September 23rd.
In the future we will be adding Customer Sentiment Analysis to digital interactions (email, chat, etc.) as well. The timing of that is not confirmed, but we are looking at end of ths year / early next 2021.
Thanks,
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Rakesh Tailor
Director, Product Management - Workforce Engagement
Genesys Cloud
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Original Message:
Sent: 09-14-2020 15:22
From: Kymberli O'Hagan
Subject: Sentiment Tracking
Does anyone know if G Cloud has any type of Sentiment Tracking yet?
I know that with Voice Transcription there are some things in the works, but right now i'm curious about Email Interactions - is there is any features available to track negativity inside the transcript of an email interaction?
Thanks!
#Ask Me Anything (AMA)
#QualityManagement
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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
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