Consumer Sentiment

Consumer Sentiment is an AI-generated score for the consumer’s sentiment during a session. Consumer Sentiment is scored between -100 (very negative) and 100 (very positive). During the session, each consumer chat or vocal utterance receives an AI-generated sentiment score, which is displayed on a timeline in Agent Tools, so that the agent can see the trend of the conversation. Additionally, a running average is displayed along with a color-coded facial icon. Note that the default calculation for running average weights recent sentiment scores higher than older scores. This is called Weighted Scoring and is the default. Customer Sentiment can also be configured to use Average Scoring where all sentiment values are weighted equally. Additionally, by default, neutral scores for messages like ‘OK, What?, Yes’ are not included in the averages. If desired, Sentiment can be configured to include these.

Thescore ranges for the facial icon are as follows.

• -100 → -30: Sad

• 29 → 29: Neutral

• 30 → 100: Happy

Similar to Conversation Summary, the final Consumer Sentiment score and facial icon are displayed in Conversation History when an agent taps on the historical session.