Syncro's AI Sentiment Analysis feature adds a score to your tickets to reflect the sentiment (positive, neutral, or negative) of communications your customers send. 

This can help you understand what (and who) makes your customers happy. For negative sentiments, you can also create Ticket Automations that alert people to problem areas.

Notes:

• This feature is currently in beta; we expect the model to improve over time.
• Syncro displays sentiment for internal users only; customers never see their own sentiment score.
• If the model is less than 70% confident, no sentiment will display.
• The communications given a sentiment score may come from your customers into the Ticket Communications via email or SMS. They may also come from the Customer Portal.

Prerequisites

To use Syncro's Sentiment Analysis feature, you must:

• Be on the Team Plan. 
• Enable the feature in Admin > AI - Preferences by turning the “Enable AI Ticket Sentiment Analysis” toggle on. (Be sure to click Save.) This requires the Allow Tracking toggle to be on as well.

See also: About Syncro's AI Features.

Sentiment Types

The sentiment types Syncro identifies and may display are as follows:

• None: The initial state; indicates there is no ticket communication available to evaluate yet.
• Positive: Indicates the communication contains words or phrases that express approval, satisfaction, joy, excitement, or other positive emotions. 
• Neutral: Indicates the communication contains words or phrases that do not lean in a positive or negative direction. There is lack of sentiment or opinion.
• Negative: Indicates the communication contains words or phrases that express disapproval, dissatisfaction, unhappiness, disappointment, anger, or other negative emotions. 

Note: Words like "good," "great," "wonderful," and “fantastic," or “bad,” “terrible,” and “unacceptable,” etc. can contribute to positive or negative sentiments, respectively. However, AI sentiment analysis takes into account more than keywords: it uses the general context and is likely to pick up on more subtle cues in language.

View Customer Sentiment

There are two places on a ticket's Details Page where Syncro shows the customer sentiment:

1. The AI Info section simply displays one of the Sentiment Types:
   
   Note: The sentiment that Syncro displays here is based on the most RECENT communication from your customer about the ticket. 
    
2. Below the Ticket Communications section, in the running list of comments:
   Tip: Hover your mouse on the emoji to see a tooltip about the sentiment.

Ticket Automations for Negative Sentiments

You can take action on tickets that receive a negative sentiment using a Ticket Automation.

For example, for customers you consider to be VIPs, you could run an action that posts a message to Slack.

The Automation Type to choose is “Ticket AI Comment Sentiment is Negative”:

The Condition could be based on a Customer Tag of “VIP”:

The Action could be “Post to Slack,” with a message of your choice:

For more information, see Ticket Automations Reference.