Sentiment | Tone |
Sentiment reflects the overall emotion of the conversation using icons and colors. | Tone reveals the communication style of the customer. |
Indications:
| Indications:
|
Often indicates their satisfaction or dissatisfaction with the service or product. | Helps agents understand how the customer conveys their message, letting the agents respond in a matching tone for a more personalized interaction. |
Thread summary highlights the key points from lengthy customer and agent conversations within a ticket. Instead of reading through detailed or multi-issue messages, agents can quickly grasp the most crucial information in a concise format.
Ticket Summary | Thread Summary |
Covers the entire ticket conversation. | Focuses on a single thread within the ticket. |
Provides a high-level overview of the conversation flow. | Highlights key points from a specific discussion or update. |
Ideal for understanding the full context of the ticket. | Ideal for quickly grasping a particular issue or follow-up. |
Displays summary in easy-to-consume bullet points. | Summarizes each message in a single line. |
Requires at least one conversation with 50+ words. | No fixed limit, but the thread should be detailed enough to summarize meaningfully. |
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