How to setup Sentiment Analysis in an Ushur

You can introduce Ushur’s Sentiment Analysis to your workflow and our Language Intelligence can predict the temperature of a customer. Using this Sentiment Analysis, Ushur can analyze the sentiment and based on the result workflow can be designed to handle the specific mood of a customer.

(e.g.) Ushur can predict if a customer is angry based on the conversation/content provided by the customer and the workflow can be designed to first apologize or empathize with the customer and escalate the issue to an escalations manager.

Instructions

1. Open the LI module settings and enable Capture Sentiment.

   

2. Use the system variable "ClassificationSentinment" in the workflow to observe. Use “@” in a module to list down all the variables and you can see “ClassificationSentiment”.

   

3. Sentiment Analysis provides the below results:

   • Positive

   • Neutral

   • Negative

Based on this you can design your workflow.

This feature is a part of our Language Intelligence (LI Module) and it is automatically training to identify the Sentiment. You will not be able to train Sentiment Analysis separately. If you do not see the option of enabling “capture sentiment”, please get in touch with your Ushur SPOC.