📣 Samurai Update: Highlighted negative sentiment and empathy in messages

Recently released Customer Sentiment and Agent Empathy Score metrics provide valuable insights into how the ticket went. However, it's important to determine the basis of these results.

To easily identify negative wording or sentences used in messages, simply look for the highlighted text in the ticket window!

This updated feature allows you to rate the accuracy of the analysis performed, giving even more control and insight into the Sentiment and Empathy measurement process.

⭐️ To provide further transparency and clarity, we highlight the part of the response or message from both, the customer and agent, that was determined as negative by our AI model. By identifying and reviewing these sentences, you gain deeper insights into how your customers perceive interactions and can take appropriate actions to address any concerns or issues.

❗️Did you know? You can now provide direct feedback to our Product team about how well the analysis of the ticket was done!

Simply hover your mouse over the message and rate the correctness of the analysis with just one click!

⭐️ This rating system allows you to provide feedback on the accuracy of the metrics, enabling us to gather valuable information for further improvement. By incorporating your feedback, we can enhance the precision of our algorithms and provide increasingly accurate results.

Benefits of this updated feature:

1. Better Customer Understanding: The Customer Sentiment and Agent Empathy Score metrics help you gain a comprehensive understanding of how your customers feel and perceive interactions. This allows businesses to tailor their responses, identify areas of improvement, and deliver exceptional customer experiences.

2. Enhanced Agent Training: The highlighted negative sentences feature provides valuable feedback for agent training. By reviewing specific examples of negatively perceived statements, Team Leads can gain insights into customer expectations and refine agents' communication skills accordingly.

3. Improved Customer Satisfaction: With accurate sentiment and empathy analysis, businesses can proactively address customer concerns, alleviate pain points, and improve overall customer satisfaction. Identifying negative sentiment and empathetic gaps allows companies to focus their efforts on areas that need improvement, resulting in happier customers.

🤝 So next time you are doing the QA rating or simply drilling into the metric to see the tickets behind, do not forget to leave your feedback on the correctly and incorrectly analyzed sentiment of the message! 

More about the Samurai features can be found here.