Sentiment Analysis
"The use of NLP to systematically identify, extract, and quantify affective states and subjective information."
What is Sentiment Analysis?
The use of NLP to systematically identify, extract, and quantify affective states and subjective information. Botcadence teams apply this in production with Chat Agents.
Deep Dive
AI agents use sentiment analysis to detect if a customer is happy, frustrated, or confused. This allows the agent to adjust its tone, offer an apology, or escalate to a human supervisor when a high level of frustration is detected. Platform teams wire Sentiment Analysis into one workflow with clear acceptance criteria before expanding coverage. See Chat Agents. Escalate frustrated threads early so containment stays useful without trapping angry customers.
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Common Questions