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  • 1.  Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

    Posted 03-25-2026 07:03

    Hi everyone,

    We recently introduced a new approach to proactively identify interactions where customers had a poor experience using Genesys Cloud AI insights.

    Previously, we didn't have a structured way to detect these interactions automatically and relied more on manual review.

    What we implemented:

    • Trigger:

    • sentimentOverallScore < -0.4

    • sentimentTrendScore <= 0.2

    This allows us to focus on interactions that were both negative and not improving, reducing noise from recovering conversations.

    • Workflow logic:

    • Queue-based filtering using queueId to ensure only our queues are processed

    • Ignoring empty queueIds to avoid cross-division noise

    • Handling multi-division interactions by using queueId as the source of truth instead of divisionIds

    • Enrichment:

    • AI-generated summaries

    • Agent name lookup

    • Trend classification (Declining / Slightly Declining / No Change / Improving)

    This has given us the ability to automatically surface interactions where customers had a genuinely poor experience, without relying on manual QA review.

    Example notification:

    🚨 AI Insight Triggered

    Queue: Customer Service Team
    Sentiment: 🔴 Negative (-0.893)

    Trend: ➡️ No Change (-0.102)

    Agent: <Agent Name>

    Summary:
    <AI insights summary>

    Interaction:
    https://apps.mypurecloud.com.au/directory/#/analytics/interactions/12345678/admin

    Next step:

    This can also be used by for evaluating a subset of these interactions using AI Supervisor Copilot to support QA, coaching, and continuous improvement.

    Interested to hear how others are using sentiment and trend signals for proactive monitoring or auto-evaluation.


    #AICopilot(Agent,SupervisorAdmin)

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    Phaneendra
    Technical Solutions Consultant
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  • 2.  RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

    Posted 03-25-2026 07:34

    Hello Phaneedra, 

    I love this. I would be interested to hear what the rest of the community says also. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

    Posted 03-25-2026 07:42

    Hi Cameron,

    Thank you, really appreciate it!  

    Also a big thanks to the community. I've been learning a lot from everyone here and it's been a great space for continuous learning and sharing ideas.

    Looking forward to hearing others' thoughts as well.

    Cheers,  
    Phaneendra



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 4.  RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

    Posted 03-26-2026 19:20
    Edited by Guru Prasadh Jeevan Rao 03-26-2026 19:20

    Hi Phannendra - Fantastic customization indeed and using Triggers for automation. Congratulations! Great win!



    ------------------------------
    Guru Prasadh Jeevan Rao
    Principal Technical Account Manager
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  • 5.  RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

    Posted 03-26-2026 19:52

    Thank you Guru



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 6.  RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud
    Best Answer

    Posted 03-27-2026 02:02

    Hey Phaneendra,

    Very cool use of triggers. 

    I was playing around a few months back when the Sentiment/Topics triggers were released. My test scenario was to alert Team Leaders over MS Teams when there was a specific Topic flagged, so we could investigate and follow up on the call. 

    Basically the Workflow was a data action that took a lot of attributes from the call and sent them via a webhook to Teams.  For the test, I created a Teams Channel and in Power Automate created a webhook flow that sent those details to the Teams channel.  At the time I wasn't able to find a solution for a it to work in real time, only post call.  It would be really useful for businesses who might have clients welfare at risk.  Might have to look back into again to see if anything new could make that possible.  

    Once you start diving into some scenarios, triggers really unlock what's possible with Genesys.  



    ------------------------------
    Robert Niblock
    Contact Centre Technology Analyst
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    Original Message


  • 7.  RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

    Posted 03-27-2026 02:24

    Hey Robert,

    That's a really great use case - especially leveraging topics for targeted follow-up. I can definitely see how that would be valuable, particularly for scenarios where customer welfare might be at risk.

    On our side, we're currently sending notifications into Slack via email, but we're looking to move towards webhooks for a more streamlined setup similar to what you described with Teams.

    Real-time would definitely be powerful as well. I came across this idea which aligns closely with what you mentioned around live sentiment and alerts (it's currently marked as in development, so hopefully not too far away):
    https://genesyscloud.ideas.aha.io/ideas/DARSTA-I-132  

    It would be great to have native real-time insights to enable more proactive intervention while the interaction is still in progress.

    Totally agree, once you start exploring triggers, it really unlocks a lot of possibilities with Genesys.

    Appreciate you sharing your approach!



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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