Here's how to set up sentiment analysis and an overview of how it works to process your call sentiment.
User Level:
Admin
Call Sentiment Analysis
Sentiment analysis is the process of interpreting an overall mood or conversation tone. Our call sentiment analysis feature analyzes the sentiment of your sales and service call conversations in order to provide valuable feedback for agents and managers alike. Through the automated intelligence of sentiment analysis, you can see which scripts and conversation tactics are working to make customers happy, and which aren't.
How does it work?
Sentiment analysis is part of our growing suite of Conversation Intelligence features. We currently have 3 sentiment categories to describe the conversational tone of a call:
Neutral
Negative
Positive
These sentiments are given a numerical weight in our system, while a confidence score of each sentiment rating will also be calculated. When a call is transcribed, both speakers on the line will have their conversation sentiment separately analyzed, segment by segment. This allows us to generate a timeline of the shifting mood of the agent and caller over the call time.
At the end of the call, the net score of the agent and caller will also be combined. Each analyzed call can then be given an overall sentiment score, in order to provide the overall call sentiment of negative, neutral, or positive.
Where to See Call Sentiment
The overall call sentiment can be viewed by agents on our desktop Phone app via Call History > Call Detail. The more detailed timelines can be seen from the Analytics dashboard.
Call Detail Summary
From Call History within your desktop Phone app, open a Call detail screen to access the conversation intelligence data for that call. In the Call detail, select Conversation Intelligence. Here, along with the call summary and extracted topics, you can see the overall call sentiment.
Sentiment analysis and related Conversation Intelligence features are not available on our mobile app.
As an admin or analyst, you can also select the Open detailed view on dashboard button to redirect to the Analytics > Call Details page.
Analytics View
From your Analytics dashboard, find a call within the call log table and select Call Details.
The Call Details page will have the call's sentiment analysis along with the call summary, transcription, recording, topic extraction, and more.
In addition to the overall sentiment score, you can view the visual timeline of shifting sentiments over the course of a call. Red lines represent a negative sentiment, green is positive, and yellow is neutral. The agent and contact will be separated into two separate recording timelines. Select any point in the recording timeline to jump to the corresponding part of the transcript.
Setup
Prerequisites
Conversation Intelligence is part of your current CloudTalk plan.
Call recording is enabled for desired numbers.
Turn On Sentiment Analysis
Navigate to Account > Settings.
Go into the AI Conversation Intelligence tab.
Under General Settings, make sure AI Conversation Intelligence is
On.For Users, search and select any and all users whose calls will need to be processed. (Users will need to be added here before we can use sentiment analysis for their calls.)
Under Features, turn on Sentiment Analysis.
Save Changes.
Turn Off Sentiment Analysis
Navigate to Account > Settings.
Go into the AI Conversation Intelligence tab.
Under Features, switch off Sentiment Analysis.
You can also Switch off the AI Conversation Intelligence setting to disable all AI features.
Leaving the setting on and removing users within the Users setting will remove the feature for just those users.
Once switched off, sentiment analysis will be deactivated for all calls and any ongoing data collection will be halted.
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!