Analyze Customer Sentiment

This recipe demonstrates how to analyze customer sentiment and use that analysis to drive intelligent, personalized communications and management alerts.

Overview

Customer sentiment analysis helps you:

• Identify frustrated or unhappy customers early
• Alert management to service quality issues in real-time
• Every week, get a list of tickets with negative sentiment to review

Prerequisites

Required Custom Fields

Create these custom fields in your PSA:

• Customer Sentiment (Text field) - Stores "Positive", "Negative", or "Neutral"
• Sentiment Analysis Details (Text field) - Stores AI reasoning about the sentiment

Workflow 1: Analyze and Store Customer Sentiment

1. Type: Triggered
2. Triggers:
   • Ticket Created
   • Customer replied to a ticket
3. Filter Tickets [Optional] - Filter tickets by board, queue, status, etc.
4. Analyze Customer Sentiment Smart Action - Configure as follows:
   • save_sentiment_in_custom_field: True
   • custom_field_name: "Customer Sentiment"
   • store_reasoning_in_custom_field: True
   • reasoning_custom_field_name: "Sentiment Analysis Details"
   • custom_instructions: [Optional] - Add custom instructions to the AI to fine-tune the sentiment analysis.
5. Update Ticket Fields - Store the sentiment and reasoning in Ticket's custom fields in your PSA.

Workflow 2: Alert on Negative Sentiment

1. Type: Triggered
2. Trigger: After Workflow 1 is finished
3. Filter Tickets: [Custom Field] Customer Sentiment = "Negative"
4. Build Message Smart Action - Create management alert with message_type: "Internal":

   Create an urgent alert message for management about tickets with negative customer sentiment. 
   Include the ticket number, company name, contact name, sentiment reasoning, and a link to the ticket. 
   Format as a clear, actionable alert that helps prioritize customer satisfaction issues.
   Include specific quotes or details from the sentiment analysis to help management understand the situation.
5. Notify Internal Team - Send to management via Teams/Email

Workflow 3: Weekly Sentiment Summary Report

1. Type: Scheduled
2. Schedule: Every Monday at 9:00 AM
3. Filter Tickets [Custom Field] Customer Sentiment = "Negative" AND # Days since Ticket was Closed ≤ 7
4. Create Report Smart Action

   Create a table with the following columns:
   - Resource Name
   - Ticket Count
   - Ticket Links
   
   Sort by Ticket Count in descending order.
5. Notify Internal Team - Email the weekly report to management