ThinkAutomation comes with an inbuilt sentiment analysis engine. It helps you extract meaning from millions of messages, and quickly identify issues or opportunities.
1. Parse inbound message
ThinkAutomation runs messages through a sentiment analyser
2. Calculate sentiment score
It examines keywords, tone and syntactic effect to produce a sentiment score
3. Run rule-based actions
Based on this score, ThinkAutomation performs the relevant follow-up action
Hundreds of combinations
Sentiment analysis could end with the production of a sentiment score. Or, you can act on those sentiment scores and incorporate them into any number of larger automated workflows.
You design the workflows that work for you using “if” rules. (If sentiment score equals this value, then run that action.) For example:
If a support ticket contains strongly positive feedback
Parse comment into a company intranet page
Send email requesting permission to share on your site
If a tweet mentioning %company% has low sentiment score
Parse the tweet into an email
Send to customer services department
If email scores highly for up-selling potential
Forward to the sales team
Add a CRM note against the customer record
Ready to get more value from your data?
Start monitoring and measuring customer sentiment with a free trial of ThinkAutomation.
