This component provides a better understanding of the emotional tone behind a series of words through the use of artificial intelligence. It is a fully automated process and does not require human intervention or training.
It is located within the group of components called “Cognitives” and is available in all types of routing (Voice, Interaction, Chat, and CRM + Webhook).
Note: This component has an additional cost.
- You must write the variable of the text or audio that you want to analyze, meaning it is the variable that will contain the information of what the client wrote or said. In the case of voice, it would be the ASR variable since voice recognition must be done first, and then the sentiment analysis will be performed on this.
- In this box, there is a default variable that contains the information from the analysis performed on the information of the first variable. Since the name of the variable is predefined, it is not possible to change it.
- In the highlighted area, it is informed which scoring table will be taken into account to perform the sentiment analysis.
- Click on “Guardar” to apply the changes.