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Feature Release: Customer sentiment and agent empathy analysis for Dutch (nl-NL), German (de-DE), Italian (it-IT), and Japanese (ja-JP)

  • 1.  Feature Release: Customer sentiment and agent empathy analysis for Dutch (nl-NL), German (de-DE), Italian (it-IT), and Japanese (ja-JP)

    Posted 12-06-2023 08:04
    Edited by Tracy Vickers 12-13-2023 07:33

    Hi community members,

     

    Customer sentiment analysis and agent empathy analysis are now available for Dutch (nl-NL), German (de-DE), Italian (it-IT), and Japanese (ja-JP) as early preview.

    Agent empathy scores are currently only available via speech and text analytics APIs - https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/#get-api-v2-speechandtextanalytics-conversations--conversationId-.

    Please note that this is an early preview release, you can expect some false positives and false negatives. We will be improving the respective language models to improve sentiment and empathy recognition with customer feedback and data donation. Please reach out to us if you want to take part in data donation to improve the respective language models.

    Agent empathy will be incorporated to the UI and Content search in Q1, 2024.

    Thanks


    #SpeechandTextAnalytics

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    Andy Boland
    Genesys - Employees
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