Context
Please, be aware that the purpose of this article is not to show how to configure the "Sentiment Analysis" but to inform about what it is and what can be used for so that companies and organisations can think about whether it makes sense for them to make use of it knowing what is required and what value is brought.
High Level overview
This plugin "Sentiment Analysis" (com.snc.sentiment_analysis) is a -relatively- hidden gem that was released in London that can help your organisation be able to understand at a glance which cases require a sensitive and careful approach. Not all customers will approach with the same attitude, but being able to detect it will allow you to be able to assign cases to the right professionals to avoid an escalation and potentially an issue with the account or consumer. Also, it can help your organisation to detect agents that may tend to cause these situations, so you can detect training opportunities.
This is achieved by using AI via one of the following providers shown in the screenshot below. Unfortunately, there is no connector for a potential ServiceNow AI provider:
The analysis of the case occurs when a case is created or updated by the customer, which means the sentiment is always up-to-date. The short description/subject and description/body of the email are analysed and provide a result out of the following:
- Positive
- Neutral
- Negative
This result will depend on the content of the case in those fields mentioned above. It needs to be highlighted that the model may not be able to make a prediction depending on the case.
There are three fields this plugin adds:
- Original sentiment: The one detected at the creation of the case
- Current sentiment: The sentiment detected from the last time the case was updated by the customer
- Sentiment over time: Indicates what is the trend of the sentiment. Expected values are:
- Improving
- Declining
- Neutral
The result looks like this:
It is important to mention that this plugin is part of the "Task Intelligence" product, therefore if your company is entitled to it, you could be getting the most out of it by installing and configuring this plugin.
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