Account sentiment dashboard in Now Assist for Customer Service Management (CSM)
A sentiment analysis dashboard is a powerful visualization tool that showcases the sentiment scores derived from customer cases. This dashboard can include various features and metrics to help organizations gain comprehensive details into their customer sentiments.
Requirements to see sentiment analysis on account
- Sentiment Analysis skill must be configured.
- There must be at least one sentiment analysis prediction.
Key benefits of sentiment analysis dashboard
- Overall Sentiment Summary: Provides a quick overview of the percentage of positive, negative, and neutral sentiments detected across all customer interactions.
- Trend Analysis: Visualizes sentiment trends over time, helping to identify patterns and shifts in customer sentiments.
- Case Prioritization: Highlights cases with strong negative sentiments, enabling customer support teams to prioritize and address them promptly.
- Sentiment Breakdown: Offers detailed sentiment analysis for specific categories, such as number of cases by channel, top reasons driving sentiments, and the number of escalated cases.
The integration of a sentiment analysis dashboard empowers organizations to make informed, data-driven decisions that enhance customer experiences and drive business success.
Sentiment analysis dashboard overview
Account owners can view the sentiment on all accounts and notice trends using the sentiment dashboard. The account record displays the sentiment trend over time, and the dashboard is accessible by opening the account record. The account page features a sentiment widget under the record information, providing an overview of the account sentiment trend for the past 7 days.
The chart shows the sentiment trend by the number of cases within the selected time frame, along with a breakdown chart for further analysis. Tool tips appear when you hover over data points, revealing the number of breakdowns. Select the bar to see the cases corresponding to the selection. You can apply different filters, including:
- Region: Regions and countries
- Channel: Email, Chat, Phone, Other/Combined
- Category: Returns, Billing, Payment, Customer Service, Delivery, Website, Promotions
- State: Open, closed, resolved, new
- Priority: High, medium, low, critical, uncategorized
- Assigned to: All agents in the system