Sentiment Analysis - ITSM - Incidents and Requests

[Kim27]

There seems to be many features available for the CSM platform with no associated features available for ITSM. 

I'd like to leverage ServiceNow tools that would help us identify and intervene in cases where the customer is expressing dissatisfaction and also help to identify excellent interactions to drive positive reinforcement for our teams.

I've looked at leveraging sentiment analysis to achieve this goal on incidents and requests. However, I cannot find any documentation that indicates it can be used in the ITSM portal. Can it be used for ITSM? If sentiment analysis cannot be used in ITSM, then is there another way to achieve my goal? 

[angelo nappi]

I found these articles that might be of help in building out a solution via an API approach and third party analysis:

https://www.servicenow.com/community/developer-articles/sentiment-analysis-amp-language-detection-wi...

https://developer.servicenow.com/blog.do?p=/post/new-in-london-scoped-apis/

As well as another route of using the GenAI controller to do something similar to the above but giving the power of doing the work within Flow Designer, at 13:30 point there does appear to be a brief mention of Sentiment Analysis before they go into the summarization use case:

https://www.youtube.com/watch?v=BuI8bRuyBjk