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Sentiment analysis leverages AI-powered prediction to understand customers' expectations and prioritize better by predicting real-time ticket sentiment for the latest customer message. This process offers insights into customer emotions, enabling real-time monitoring and timely interventions to improve customer experiences.


This article contains:

Benefits of Sentiment Analysis

  • Enhanced Customer Satisfaction: Address sentiments in real-time to improve overall customer experience.
  • Ticket Prioritization: Categorize and prioritize tickets based on sentiment to ensure prompt resolution.
  • Churn Reduction: Identify and proactively engage at-risk customers to reduce churn.
  • Escalation Prevention: Quickly identify and address potential issues to prevent escalations.
  • Manage Negative Sentiments: Customize sentiment score ranges for precise categorization, effectively handling large volumes of negative sentiments.
  • Efficient Automations: Utilize automations to detect and respond to changing sentiments swiftly.

Important Considerations for Admins

  1. Initial Sentiment Calculation: Decide whether to calculate the beginning sentiment from the initial conversation or the subsequent one to help manage the large volume of negative sentiments often seen in customer service tickets right from ticket creation.
  2. Sentiment Score Ranges: Customize the sentiment score ranges based on your business needs. By default, negative sentiment scores range from 10-30, neutral from 31-70, and positive from 71-100.
  3. Configuration Impact: Changes to sentiment score ranges and settings will apply to all tickets, both new and existing. However, the configuration for initial sentiment calculation will only affect new tickets created after the settings have been changed.

Understand Sentiment Scores

Sentiment Score

Sentiment scores provide a quantifiable measure of the sentiment expressed within the text, utilizing a predictive model that assigns scores to reflect sentiment intensity. Lower scores indicate negative sentiments, while higher scores reflect positive sentiments. This allows for an understanding of the emotional tone of the customer's message.

Sentiment Score Ranges

Sentiment scores range from 0 to 100, with 0 indicating the most negative and 100 indicating the most positive. By default, the scores are classified as follows:

  • 10 to 30: Negative
  • 31 to 70: Neutral
  • 71 to 100: Positive

Customization Options

Customization options to categorize Sentiment score ranges into negative, neutral, or positive based on business requirements are available. This option will help manage the large volume of negative sentiments often seen in customer service tickets. After you set your sentiment score ranges, all new tickets created from that moment on will reflect the new ranges. 

Set Up Sentiment Analysis

Enable or Disable Sentiment Analysis

  1. Go to Admin settings.
  2. Click the Freddy icon to access the list of available AI features.
  3. Navigate to the Sentiment Analysis feature.

Toggle the switch to the right to enable the feature or to the left to disable it.

Configure Advanced Settings

  1. Click on Configure next to the toggle beside the Sentiment analysis feature.
  2. Under the Calculate real-time ticket sentiment section, you can choose to calculate the sentiment score from the first or the second customer response.
  3. Under the Set sentiment score range section, drag the slider on the sentiment scale to customize ranges for negative, neutral, or positive in increments of 5.
  4. Click on Reset to Default if you want to return to default ranges.
  5. Click Save to apply the changes.

Use Sentiment Analysis

For Agents:

  1. Login to your account and go to the ticket list page.
  2. Access the ticket list: Each ticket will be tagged with its respective sentiment. Hover over the sentiment to view the sentiment score.
  3. Prioritize based on sentiment: Consider the sentiment for each ticket, especially if the sentiment is negative and the score is higher.
  4. Filter/Sort by sentiment: Filter tickets by their sentiment - positive, negative and neutral.
    Sort tickets in ascending order, moving from negative to positive sentiments to prioritize urgent issues. Sort in descending order, shifting from positive to negative sentiments to address less urgent concerns.
  5. Address high negative sentiment score and high priority: Focus on tickets with both high negative sentiment score and high priority to address customer concerns promptly.
  6. Monitor sentiment in customer emails: Open the ticket and hover over the displayed sentiment to view both the beginning and current sentiment.
  7. Provide updates and monitor sentiment changes: Observe changes in sentiment after providing an update or resolution.

By following these steps, agents can effectively utilize Sentiment Analysis to prioritize and address customer sentiment, improving customer experiences and issue resolution.

For Admins:

Set Up Automation with Sentiment Analysis

  1. Go to Admin settings.

  2. Navigate to Automations > Ticket Updates > New Rule.

  3. Let’s consider a scenario where ticket sentiment changes from positive to negative. We can create an automation to tag the ticket as Important and assign it to the Escalation Team. This automation detects sentiment early, takes actions based on sentiment evolution, and alerts in case of escalating sentiments.

  4. Provide a Rule Name.

  5. Under the When an action performed by section, select System.

  6. Under the Involves any of these events section, choose Sentiment is changed From Positive To Negative.

  7. Under the On tickets with these properties section, select In Tickets, if Priority Is High, Urgent.

  8. Under the Perform these actions section, choose action as Add tag - Important.

  9. Click on Add new action and choose Assign to Group - Escalations.

  10. Click Preview and Save and Save and enable to activate the rule.

Note: This feature is currently available as an add-on for Freddy AI Copilot for Pro and Enterprise plans. Contact your account manager or visit your billing page to purchase.
The enablement of optional functionality is subject to certain feature-specific terms and conditions set forth in the Freshworks Supplemental Terms.