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  • 1.  Sentiment Analysis/Speech Analytics

    Posted 05-26-2023 09:08

    Hi guys, the Genesys Rookie here.

    Do any of you happen to know if it is possible to have\add custom keywords tagged in the Sentiment Analysis transcript?  Example:  "Safety" "Quit" "Terminate", etc.

    Thank you,


    Tracee Baddley
    U.S. Xpress

  • 2.  RE: Sentiment Analysis/Speech Analytics

    Posted 05-26-2023 19:24

    You could do this with topics, not sentiment analysis - that is just an indication of how the caller is "feeling" based on the words and phrases they express.  I would setup a topic with those phrases (phrases are much better than single words) and apply to a flow or queue.  

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Sentiment Analysis/Speech Analytics
    Best Answer

    Posted 05-30-2023 09:59

    Hello Tracee,

    Thanks for your question. If you want to detect these specific keywords in the transcript, you can set up a topic. Here are some instructions on how to do so:

    In terms of sentiment analysis, we are analyzing the transcript to detect if the sentiment of the customer was positive, negative, or neutral. Not sure if that is what you're referring to. If you want to add additional phrases to the sentiment model, you can use the Sentiment Feedback option. Sentiment feedback is only useful to remedy any mistakes that the sentiment analysis model makes, where the phrase was incorrectly tagged with a different sentiment than what the user expects

    Anik Dey
    Genesys - Employees
    Staff Product Manager

  • 4.  RE: Sentiment Analysis/Speech Analytics

    Posted 05-30-2023 10:28

    This will work!  Thank you so much!  Have a great day!

    Tracee Baddley
    U.S. Xpress

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