Conversation-level Categories, Sentiments, and Emotions for Messaging

Inbox, Social

Summary of the categories, sentiments, and emotions identified in a private message conversation or in a social post.

A social communications manager needs to prioritize responding to urgent private messages or social post comments. This requires them to quickly gauge a customer’s sentiment and emotion. Reputation now provides an AI solution to understanding how a customer feels about their experience. This solution will provide a summary of the categories, sentiments, and emotions identified in a private message conversation or in a social post comment and is available within the conversation tab in the right-hand panel of the Reputation Inbox.

For private messaging conversations and social post comments, we display our analysis of the comment:

  • Sentiment: positive, negative or neutral
  • Categories: all categories that were identified based on your customers industry taxonomy. (These are the same categories powering Experience Insights.)
  • Emotions: emotions detected, including Joy, Anger, and Surprise.