Now Assist for CSM - Sentiment Analysis Dashboard

[FernandoCastro]

Understand customer sentiment trends with LLM-powered insights and drill-down analysis

The Sentiment Analysis Dashboard is a generative AI capability in Now Assist for CSM that provides a comprehensive view of customer sentiment across cases, accounts, regions, channels, categories, products, priorities, states and human agents. It delivers an interactive, real-time dashboard where managers can explore sentiment trends, identify root causes, and understand the key drivers behind positive or negative customer experiences.

This capability leverages LLM-based reasoning to summarize the "why" behind sentiment shifts, surfacing context from conversations, case notes, and interactions that turned into cases. Users can drill down from aggregate trends into individual case sentiment for precise follow-up actions.

Key Capabilities

• Comprehensive sentiment visibility: Delivers a unified view of sentiment scores across cases, accounts, and human agents in a single dashboard, eliminating the need to review records individually.

• LLM-powered insights: Generates explanations that reveal the reasoning behind shifts in positive or negative sentiment, highlighting recurring themes, anomalies, and root causes.

• Flexible trend visualization: Visualizes sentiment trends by region, category, product, channel, assignment group, or time period, allowing teams to identify patterns quickly.

• Drill-down to case details: Enables navigation from aggregate trends into individual case sentiment, comparing sentiment before and after escalations and connecting results to corrective actions.

• Configurable through Skill Kit: Administrators can modify the indicators, fields, and prompts that power the dashboard insights to align with organizational needs.

Usage walkthrough:

• Use the Sentiment Analysis Dashboard

Implementation

1. Enable the Sentiment Analysis Case skill
   Open Now Assist Admin Console and navigate to the CSM workflow. Locate and activate the Sentiment Analysis Case skill.

2. Enable the Sentiment Analysis Dashboard
   During the skill setup wizard, navigate to the "Enable dashboard" step and toggle on the Sentiment analysis dashboard option. This activates the dashboard view for sentiment visualization across cases and accounts. 

3. Define access and display settings
   Continue through the wizard to configure role attribution, availability, and display settings. Complete the "Review and activate" step to finalize the configuration.

4. (Optional) Customize dashboard indicators and insights

   1. In Now Assist Skill Kit, clone the skill and prompt per provider to create a customizable version.

   2. Modify the indicators that populate the dashboard to analyze different fields or data sources.

   3. Adjust the prompts and tools used for generating insights to match your organization's customizations (such as additional fields) and focus areas.

5. (Optional) Customize visual layout
   Use UI Builder (UIB) to modify the dashboard's visual presentation, layout, and components to align with your workspace design.

Customization walkthrough:

• Customize Sentiment Analysis Dashboard indicators and insights

Key Best Practices

• Ensure the Sentiment Analysis Case skill is processing cases consistently before enabling the dashboard to build a meaningful baseline of sentiment data.

• Use the dashboard filters (such as region, category, product, channel, assignment group) to segment analysis and identify specific areas requiring attention by mix and matching.

• Review generated insights regularly and drill down into flagged cases to validate the LLM's reasoning and take corrective action where needed.

• Leverage the "before and after escalation" sentiment comparison to measure the effectiveness of escalation handling and identify improvement opportunities.

• Customize indicators through Skill Kit to focus on the fields and data most relevant to your organization's customer experience priorities and customizations.

• Share dashboard insights across Customer Service Managers and Operations Leads to drive data-informed decisions on agent coaching and process improvements.

Formal Learning

• Now Assist for CSM Essentials Path
• Now Assist Skill Kit Fundamentals
• AI Essentials
• Introduction to Generative AI
• Now Assist Essentials

Measured Success & Outcomes

Outcome	How It Supports Teams	Key Metric
Proactive issue detection	Teams identify negative sentiment trends before escalations occur	Reduction in escalation rate
Faster root cause analysis	LLM-generated insights surface reasons behind sentiment shifts without manual review	Time to identify sentiment drivers
Improved agent performance visibility	Managers can correlate sentiment trends with specific agents or assignment groups	Agent-level sentiment scores
Data-driven coaching	Drill-down capabilities connect sentiment trends to actionable coaching opportunities	Improvement in agent satisfaction ratings
Enhanced customer experience	Real-time sentiment visibility enables timely interventions and process adjustments	CSAT and NPS improvement

Frequently Asked Questions

Where do users access the Sentiment Analysis Dashboard?

The dashboard is accessible as a tab within the CSM/FSM Configurable Workspace. Once enabled, it appears on the Home page as a widget by scrolling down the page.

What data does the dashboard analyze?

The dashboard analyzes sentiment data generated by the Sentiment Analysis Case skill, which processes attributes from a Case such as:

• Short description
• Description
• Priority
• State
• Task creation date
• Activities
• Task SLA

How are the generated insights created?

The dashboard uses LLM-based reasoning to analyze patterns across sentiment data and generate explanations for why sentiment is trending positively or negatively. It leverages Group Action Framework to do clustering of data. These insights surface recurring themes, anomalies, and contributing factors.

Can I customize what fields the dashboard analyzes?

Yes. Administrators can modify the indicators and prompts through Skill Kit to analyze different fields or adjust how insights are generated. Visual and connection layout changes can be made through UI Builder.

Who benefits most from this capability?

Customer Service Managers, Operations Leads, and Success Managers who need to track performance, monitor customer health, and make data-driven decisions about coaching and process improvements.

Does this require the Sentiment Analysis Case skill to be active?

Yes. The dashboard visualizes sentiment data that is generated by the Sentiment Analysis Case skill. Both must be enabled for the dashboard to display meaningful data.

Can I compare sentiment before and after escalations?

Yes. The dashboard includes capabilities to compare sentiment changes around escalation events, helping teams measure the effectiveness of escalation handling. Click the refresh button next to insights to refresh ad-hoc.