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Session Sentiment Analytics

The Session Sentiment chart tracks sentiment trends in chat sessions over time. Sentiment analysis helps monitor user satisfaction and emotional feedback.

How to Interpret the Chart​

  • Positive sentiment indicates that users had a good experience.
  • Negative sentiment may signal user frustration or dissatisfaction.

Use Cases​

  1. Monitor User Experience
    Use sentiment trends to evaluate the chatbot’s effectiveness in providing helpful responses.

  2. Detect Negative Patterns
    Identify recurring issues or topics that lead to negative sentiment.

  3. Enhance Tone and Clarity
    Optimize chatbot responses to maintain a friendly and helpful tone.

Actions to Take​

  • Focus on sessions with negative sentiment to improve responses.
  • Train the chatbot on handling sensitive topics with empathy.
  • Track sentiment changes after deploying updates to the chatbot.

FAQs​

  1. How is sentiment determined?
    Sentiment analysis uses natural language processing to evaluate the tone of user messages.

  2. Can I disable sentiment analysis?
    Yes, sentiment analysis can be disabled or customized in the platform settings.