>> Robbins, with the readiness
team and I am back with Rushil,
who is a PM with the Customer
Service Insights Group.
He's going to walk you through
the sentiment driver
analysis for Omnichannel.
That's going to help supervisors
understand what is driving the
sentiment of their customers,
and what is making them happy
and unhappy overall. Rushil.
>> Hi. Thanks, Leslie.
So just to provide some
additional context.
One of the capabilities that we
released last year was
real-time Sentiment Analysis,
and one of the gaps
that we're looking
to address in that
capability today was
providing some additional detail
into what's some of the key items
are there driving end customer
sentiment either up or down.
So here, we have the Omnichannel
administration application
where the admin can
go in and opt into real-time
customer sentiment.
If they haven't done so
already, they will opt in here.
By opting in, this
displays another toggle
which enables them to opt
into sentiment drivers reporting
within the Omnichannel
insights template application.
So once they've opt in a real-time
customer sentiment analysis,
the admin can also opt into
sentiment drivers reporting through
the Omnichannel Admin Center.
So there are some minimum data
requirements in order to opt in.
This is about 10 chats
per day minimum within
their Omnichannel org,
and we don't presume this will
be an issue for most customers.
So once they've opted in here,
then the admin can navigate
to our documentation,
where we have some additional
information how to go
about downloading and installing
a template application.
Due to the fact that this reporting
is a preview capability, right now,
there's a separate template
application for the admin to download,
which they would download
from the link here.
Once they've downloaded
the template application,
they would follow the same steps
that they would have followed
previously to install the
Omnichannel template app,
which are listed here
in the docs as well.
So following the download,
all of the steps will
be the exact same,
where the admin can go install
the template application,
configure it, and share
it out to supervisors.
After that piece is complete,
supervisors will be able to see
the Omnichannel insights
template application with
the additional reporting
for sentiment drivers.
So I have this app
already here and we can
walk through some of the
new visuals as well.
These are the topics that
are impacting sentiment,
as you can see there in preview here,
and this is shown with
demo data for now,
since our demo
organization doesn't have
chat transcripts that
a customer may have.
So the main items
here are the topics,
which are generated daily,
that a customer can see,
they can see the corresponding
sentiment scores
for all of the chat transcripts
that are within this topic and
the conversation occurrence.
So we're using AI to
identify the topics from each
of the chat transcripts,
and based on that,
we extract them out, show
the corresponding sentiment,
conversation occurrence, and enable
the supervisors to
filter bright impact.
Here, they can see the greatest
impacting topics listed first,
followed by the negatively
impacting topics,
followed by the most
positively impacting topics
listed at the bottom,
depending on how it's sorted out.
The topics that are greatest
impacting sentiment
negatively are the ones
that, for example,
if chat transcripts pertaining to
WiFi connections overall have
a higher negative sentiment,
then they will show a
corresponding impacts.
In comparison to the overall
chat transcript sentiment,
there'll be driving sentiment down.
So with each of the topics,
they're able to see some keywords
associated with the topics,
and they can also see how
that sentiment score has
trended throughout the
course of the week.
So if we're looking at WiFi
connection, for example,
it started off at the beginning of
the week with the high sentiment and
throughout the week it trended down.
As a result of that,
the impact is greater for
WiFi connection issues.
So based on that, supervisors
can look into each of
the topics that are
driving their end customer
sentiment up or down,
and make active decisions on
which wants to address first.
So these are the primary
capabilities in the new visuals,
and we look forward to hearing
feedback from customers as well.
So back to you Leslie.
>> Thanks Rushil. Did we cover any of
the prerequisites that are
needed in order to install?
>> Yeah. So the primary
prerequisites, one,
we require minimum of
10 chats daily within their
Omnichannel organization.
Then the other prerequisite
is they will have to go
and download the preview
template application,
which is available here, and
documentations at this link,
and install that template
application following the steps.
Once it's installed, the admins
will share it out to supervisors.
So those are the two main prereqs
in order to use this feature.
>> Awesome. Thank you so much.
Please like our video.
Let us know if there's additional
detail you would like to
have on this particular
topic or others,
and we appreciate you walking us
through this Rushil. Thank you.
>> Thanks.
