AI Sentiment Analysis
AI Sentiment Analysis automatically detects and displays the emotional tone of incoming emails and case text. When an email is processed and a case is created, Emplifi Agent evaluates the content and assigns one of three sentiment values:
Positive
Neutral
Negative
The result is displayed directly on the case as an emoji indicator, giving you an immediate, at-a-glance read on how a customer is feeling, without having to read the full message first. Should the result be inaccurate or require changes, agents can manually override it.
Case sentiment indicators
When you open an analyzed case, the sentiment emoji appears in the right-side panel. The three possible indicators are:
Sentiment | Indicator |
|---|---|
Positive | :positive_sentiment: (positive emoji) |
Neutral | :neutral_emoji: (neutral emoji) |
Negative | :negative_sentiment: (negative emoji) |
Sentiment is evaluated when the email is initially processed. It is not recalculated automatically if the case text is later edited manually.
Automatic queue routing for negative sentiments
Cases with negative sentiment scores can be automatically routed to a designated queue for prioritized handling. This allows your team to ensure that upset or frustrated customers are addressed quickly, without requiring agents to manually triage the queue.
Routing is configured in the Mailbox settings. Refer to Email Service - Mailbox Settings for configuration details.
Configuration
AI Sentiment Analysis must be enabled and configured before it is available to agents. Configuration is required in two places:
Mailbox settings
In the incoming Mailbox settings for the mailbox you want to enable sentiment analysis on:
Enable the sentiment analysis feature for the mailbox.
Optionally, specify a Negative Sentiment Queue (the Emplifi Agent queue to which cases with a negative sentiment score will be automatically transferred).
For further information, refer to: Email Service - Mailbox Settings.
Company setup
Additional configuration is required at the company level in Company Definitions to activate the AI Sentiment Analysis feature for your company.
For full configuration steps, refer to: Company Definitions.