{"id":21209,"date":"2019-05-27T07:07:40","date_gmt":"2019-05-27T06:07:40","guid":{"rendered":"https:\/\/developer.kore.ai\/?p=21209"},"modified":"2021-06-22T11:02:03","modified_gmt":"2021-06-22T10:02:03","slug":"sentiment-management","status":"publish","type":"post","link":"https:\/\/multisite.korebots.com\/v9-0\/docs\/bots\/advanced-topics\/sentiment-management\/","title":{"rendered":"Sentiment Management"},"content":{"rendered":"

Emotion tones are critical indicators in understanding the attitudes and opinions of users interacting with the bots. <\/span>Sentiment Management<\/strong> allows the developer to define and trigger events based on the user\u2019s emotion or sentiment.<\/p>\n

Notes: This feature is not supported in all languages. Click here for details<\/a>.<\/p>\n

Negative emotion scenarios like anger or disgust are typically considered for transferring the conversation to a live agent<\/span>.<\/p>\n

The Natural Language Processing (NLP) interpreter can parse user utterances for specific words and phrases, and then provide an average tone score based on the connotation, word placement, and any added modifiers. (Click here for more on Tone Analysis<\/a>)<\/p>\n

The tone or sentiment scores are stored as context and used to drive the flow of a dialog task through conditional transition statements. You can use these scores to steer user-bot conversations or seamlessly invoke escalation to a live agent.<\/p>\n<\/div><\/div>

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<\/span>Configuration<\/span><\/h2>\n

You can define multiple sentiment events from Intelligence -> Sentiment < Management<\/b>.<\/p>\n

Use New Event<\/b> to define an event to capture the user’s emotion.<\/p>\n

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Following parameters can be configured for a sentiment event:<\/span><\/p>\n