Upgraded sentiment analysis model for more accurate detection

Upgraded sentiment analysis model for more accurate detection

Hello everyone!

Sentiment Analysis in Zia is being upgraded to a newer model to improve how customer sentiment is detected and interpreted. This transition is aimed at getting better contextual understanding across all supported channels.

As part of this rollout, users who have enabled sentiment analysis will be automatically switched to the upgraded model. Depending on the current setup, an Update action may still be required to complete the transition, even if sentiment analysis is already enabled. We recommend all users check for the Update option under Setup > Zia > Intelligence > Sentiment Analysis and complete it if available.
  1. Click Update when prompted in the Sentiment Analysis settings.

Once done, the new model will be enabled automatically. This is a one-time action and will not be required again.

If sentiment analysis is disabled and re-enabled later, the upgraded model will be applied automatically, even if the user has not clicked the update option.

Alert
Deprecation note:

The current sentiment analysis model is scheduled to be deprecated on 7th June 2026. All accounts will be automatically upgraded to the new model.

Expanded language support

Until now sentiment analysis was being tracked only for tickets in English language, we are now supporting it in 11 additional languages for global coverage:
  1. Arabic
  2. German
  3. Spanish
  4. French
  5. Japanese
  6. Chinese simplified
  7. Indonesian
  8. Hindi
  9. Italian
  10. Malay
  11. Portuguese

Availability

DCs:  US, EU, IN, JP, CA, UAE, CN and AU DCs.
Edition: Enterprise edition only.

For more information, kindly refer to the help documentation on sentiment analysis.

PM: @Kavil Rawat

Regards,
Velantina V
User Ed | Zoho Desk