What is Sentiment in Tethr?
Tethr Sentiment includes 2 overall models which analyze conversations at the word level, rating them as negative, neutral, or positive; As well as 50+ individual emotion models labeled as negative, ambiguous, or positive. All models are specifically designed for both customers and agents to accurately represent the emotional states of each participant. Available in interaction data and reporting, Tethr's new word models provide insights into the key factors affecting sentiment. By identifying top contributing reasons, behaviors, teams, and agents influencing sentiment, businesses can offer targeted coaching to mitigate undesirable and preventable interaction events. This proactive approach helps enhance the overall sentiment, leading to improved customer and agent experiences.
What's included?
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Where you will see it
How to use it
Customizable Sentiment dashboards are your home base for:
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- Identifying your positive and negative conversations
- Monitoring and tracking your sentiment over time to measure improvement
- Track sentiment within different levels of your organization (i.e. line of business, team, service, product, offer)