Use Sentiment Analysis with Workflow Studio

Create a flow to upgrade the assignment group of a case if the user has a negative sentiment in the short description.

Before you begin

Role required: admin

About this task

The Sentiment Analysis capability helps determine whether the user-generated text has a positive or negative sentiment. If a user is expressing negative statements such as "Level 1 support couldn't help me," you could upgrade the assignment group automatically for the case to help the user have a better experience.

For more information on tracking Generative AI Controller usage, see Monitoring Now Assist usage.

Procedure

1. Navigate to All > Process Automation > Flow Designer.
2. Select New > Flow.
3. Enter the name of the flow, such as Change assignment group if negative sentiment.
4. Select Submit.
5. Select Add a trigger.
6. Select Record > Created to update a new record.
7. Select the table that the flow should run on.
   For this example, select the Case (sn_customerservice_case) table.
8. Select Done.
9. Under Actions, select Add an Action, Flow Logic, or Subflow and then select Action to open the Actions panel.
10. In the action selector, search for the Generative AI Controller > Sentiment Analysis action and select it.
11. Drag a data pill from the Data panel or select the data pill picker icon.
    In this case, drag the Trigger > Case Record > Short description.
12. Select Done.
    
13. Add an action by selecting Add an Action, Flow Logic, or Subflow.
14. Select Flow Logic > If.
15. Give the Condition label a name, such as Negative sentiment.
16. For the Condition field, drag a data pill or select the data pill picker icon to search for the correct condition.
    In this case, drag the Sentiment Analysis > response.
17. Select contains the value Negative.
    Note:

    Capitalization matters. This flow won't work if the value is set to negative.

    
18. Search for Update Record and select the action.
19. Drag the Trigger > Case Record data pill into the Record field or select the icon to search.

    The Table field is filled in automatically based on the Trigger record.

20. Select Add field value and search for the fields that you want to update.
    In this example, select Assignment group.
21. Select which value you would like to set the field to.

    The field value depends on your use case. In this example, the value is set to Service Desk.

    
22. Select Done.
23. Save the flow by selecting Save.

What to do next

After you've saved the flow, you must activate the flow to migrate it to production or test it further.