The Sentiment Analysis with AI Companion feature uses AI to analyze customer engagement sentiment in real time based on the transcript of the agent’s interaction with the consumer, allowing agents to see whether the customer's current sentiment rating is positive, neutral, or negative. This feature, supported on both voice and messaging channels, enables agents to adjust their conversation style in response to the current sentiment rating to enhance the overall customer experience. Sentiment Analysis also helps identify best practices for engaging with consumers, as well as coaching opportunities for agents.
Learn more about enabling Sentiment Analysis with AI Companion, other Zoom AI Companion features, and how Zoom AI Companion features handle your data.
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During an engagement, agents can view changes in the sentiment rating and, if necessary, notify their supervisors. Here's a step-by-step guide on how to monitor customer sentiment during engagements.