@matthew - That's a great question! Although the IVR audio is recorded, there does not appear to be a option to capture the sentiment analysis while the caller is in the IVR. Sounds like a good idea for the Ideas portal.
Idea created: DARSTA-I-304
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Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
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Original Message:
Sent: 11-18-2024 13:58
From: Matthew Rauenzahn
Subject: Sentiment Analysis in IVR
Is there a way to measure the client sentiment as they interact with a voice bot?
If so, is this feature available if it is not a Genesys bot? The IVR is transcribed, but I have not figured out how to target IVR sentiment analysis specifically.
#SpeechandTextAnalytics
#Reporting/Analytics
#ConversationalAI(Bots,AgentAssist,etc.)
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Matt Rauenzahn
Product Manager
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