Desk’s native sentiment analysis (accessible via Setup > Zia > Intelligence > Sentiment Analysis) evaluates the sentiment of the most recent incoming thread. The sentiment is classified as Positive, Neutral, or Negative, and is determined using key phrases within the ticket. For example:
"Great service" → Positive
"Poor product" → Negative
"Payment failed" → Negative
These thread level keywords are displayed within the ticket and can also be leveraged in workflows to automate responses or trigger specific actions, making it easier to prioritize and address customer concerns effectively.
Sentiment Analysis in Zia is being automatically upgraded to a newer model for improved contextual
sentiment detection across supported channels.
Having insight into each customer response gives agents an advantage in handling tickets on a case-by-case basis. Zia’s sentiment analysis evaluates the tone of incoming responses in the past 24 hours, categorizing them as positive, neutral, or negative.