In this video Chris talks about improvements made to Sentiment Analysis for English language.

Genesys Cloud updated its English sentiment analysis model. The updated model uses context from surrounding phrases to improve the detection rates of positive and negative sentiments. The use of context means that the same phrase in different interactions can have different scores. This update affects both sentiment scores and trends. For more information, see About sentiment analysis. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Release Notes : https://help.mypurecloud.com/releasenote/february-15-2023/

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Presenter @Christopher Visick 

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