Sentiment

The Sentiment action can measure the sentiment of text. This action assigns a value to the text being examined of positive or negative, as well as returning a sentiment score.

Note: Functionality of this action is text-related only.

For more information about how to use IBM Watson’s Text Analysis, click here.

Inputs

 

Input Name Description Default
Text Feed

Choose what you want to record and then analyze for sentiment. You may have other channels available depending on how you have built your flow. For example, you may have already created a recording or received an incoming SMS.

ANI: Records the caller text

DNIS: Records the receiver text

ICALL_#.CHANNEL_ID: Records both parties' text

User Input Required
Cloud Vender

Indicates the vendor the text is sent to for analysis.

Choose from IBM, AWS, or Google

IBM Watson
Sentiment The name of the variable created for the measurement of the sentiment captured. SENTIMENT_#.sentiment

Variables

The Sentiment action creates the following variables to be used and evaluated in the rest of the flow:

Variable Name Variable Format Description
SENTIMENT_#.sentiment positive/negative (not capitalized) Stores the sentiment value. The number in the name is the Sentiment action's number.

Analyzing the Sentiment

After the Sentiment action, you need to specify what you want to happen based on the Sentiment’s result. To do so, you can use either a Condition or Switch action. However, we recommend the Switch action since it allows you to be more specific and have more control with what you do next.

Example Configuration

The following is an example of how you could evaluate the sentiment with either the Switch or Condition action.

Variable Name Condition Value Description
SENTIMENT_#.sentiment contains positive Can be used when you want to determine if the customer left the interaction satisfied.