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Sentiment Analysis Integration Process

This document describes a use case that combines sentiment analysis with customer experience evaluation at the end of a conversation with an agent. Utilizing the advanced capabilities of the Sentiment Analysis extension module and agent transfer through Genesys Cloud, the goal is to identify the emotions expressed by customers during their interactions and collect valuable data about their satisfaction.

Throughout this documentation, we will discuss how to implement a flow that invites customers to participate in surveys about their experience. This process not only allows the evaluation of how likely a customer is to recommend the product or service but also facilitates adapting future interactions based on the results obtained.

Status: Active

Complexity: Advanced

Category: Chat Bot / Voice Bot

Use Case Description:

  • Usability: This use case addresses the need to understand and analyze text data from customers, identifying the emotions and attitudes expressed. With this information, it is possible to evaluate opinions about products and services, improve satisfaction during conversations with agents or bots, and personalize content and recommendations. In this particular case, we will observe the behavior of an analysis aimed at understanding the customer experience.

  • Expected Outcome: The customer receives messages requesting feedback on their experience after a conversation with an agent, inviting them to respond to a survey about how likely they are to recommend our product.

Solution Description

  1. Implement the corresponding flow to carry out the survey process and connect with the channel through which the user will interact.
  2. A flow is created in the Lynn designer, using the implementation of the Sentiment Analysis extension module.
  3. After transferring to an agent via the "Derivation to Call Center" action and concluding the interaction, the system will request an evaluation of the user's experience.

Practical Example

To view the details of the actions and fields to configure, click HERE.

LYNN Components Involved

  • Sentiment Analysis extension module
  • Integration with communication channel

External Components Involved

  • Genesys Cloud for agent transfer