Sentiment Analysis in Mobile
Zia, an AI driven support assistant, helps the customer support team be more effective through data mining and machine learning. Some of her capabilities are predicting anomalies and trends, analyzing customer sentiments, offering solutions, and more.
Sentiment analysis
Zia scans the content of every incoming customer response; categorizes them into a positive, negative, or neutral tone and shows the keyword aspects that convey this tone. This helps in prioritizing the tickets that have a negative tone and tailoring the responses appropriately.
The users can track the sentiment on tickets from two locations:
Ticket List - An aggregation of the overall sentiment is displayed alongside individual tickets.
Ticket Details - The sentiment of every incoming ticket response is displayed along with the keyword attributes.
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