Sentiment Analysis

Sentiment Analysis provides a high-level evaluation of a contact’s response and engagement during an interaction with an AI assistant.

Overview

This feature enables businesses to gauge the contact’s receptiveness to the offer, interest in doing business, or enthusiasm toward booking a meeting.

Details

By categorizing sentiments into Positive, Neutral, and Negative, users can refine follow-up strategies and prioritize contacts based on their responsiveness. Similarly, users can define custom workflows and automations with conditional logic based on these three sentiments, for higher touch, more tailored, lead nurture and customer satisfaction operations.

Let’s take a look at this in a bit more detail.

AVA

• Sentiment Statuses:

  Sentiment analysis assigns one of three statuses to each call:

  • Positive (Green): The contact was enthusiastic or highly receptive to the offer or proposition.
  • Neutral (Orange): The contact’s response was moderate, indicating some level of interest but without strong enthusiasm.
  • Negative (Red): The contact was unreceptive or disinterested during the interaction.

• Where to View Sentiments in AVA:

  • Sentiment statuses are displayed within the Call History section of the AVA Voice AI platform for each call.
  • To review the sentiment of a specific call, navigate to the call’s details in the Call History view as depicted in the image below.
    

GHL

• Extracting Sentiment Data:

  Sentiment statuses can be accessed and utilized in GHL through the payload of:

  • The Inbound Call Trigger for AI assistants handling incoming calls.
  • The Contact Called Trigger for outbound campaigns.

• Workflow Integration:

  Businesses can leverage sentiment data to:

  • Automate follow-ups based on contact receptiveness.
  • Prioritize leads with Positive sentiments for immediate attention.
  • De-escalate interactions with contacts flagged as Negative sentiments.
  

Please refer to Integration with GHL for a more detailed walkthrough of the available return values of these actions and triggers and how they can be used to inform additional automation logic.

FAQs & Troubleshooting

Understanding Sentiments

What is the purpose of sentiment analysis?

Sentiment analysis helps businesses evaluate how contacts respond to interactions, providing insight into their level of interest or receptiveness to offers and calls.

What do the sentiment statuses mean?

• Positive: Contact was enthusiastic or receptive.
• Neutral: Contact showed moderate or mixed interest.
• Negative: Contact was uninterested or unreceptive.

Using Sentiments in GHL

Can I view sentiment data directly in GHL?

Sentiment data is available in GHL through the call payload for workflows using the Inbound Call Trigger or the Contact Called Trigger.

How can I use sentiment data in workflows?

Sentiment data can be used to:

• Tag contacts based on their sentiment status.
• Trigger specific follow-up actions tailored to the sentiment (e.g., prioritizing Positive leads).

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