Key Metrics
- Net Sentiment Score (NSS)
The average sentiment across a conversation or set of conversations.
- Sentiment Shift Score (SSS)
Measures how sentiment changes throughout the chat (e.g., going from frustrated → reassured).
- Lowest Sentiment Point
Highlights the most negative user message with its sentiment score and detected emotion.
- Actionable Recommendations
AI-powered suggestions for next steps to resolve issues and improve customer experience.
Sentiment Scoring Guide
Each user message is scored between -5 and +5, based on the emotion expressed.
Track both NSS (overall mood) and SSS (direction of mood) to understand not just how customers feel, but whether their experience improved or worsened during the conversation.
Use Cases
- Identify at-risk customers with consistently low sentiment.
- Review Lowest Sentiment Points to detect recurring issues.
- Use Actionable Recommendations to guide agent training and automation improvements.
- Track sentiment trends across teams, workflows, and time periods to measure impact of changes.
