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Contact Sentiment
Table of Contents
Feature Availability
Vtiger Editions: One Professional | One Enterprise
Introduction
Contact Sentiment is derived from a contact’s email content. Vtiger’s AI feature, Calculus AI, helps identify human emotions from these emails. This data helps understand the customer’s response to a product or a topic.
When customers communicate through emails about how they feel about a product or service, the email content shows whether they are happy, satisfied, or unhappy.
Calculus AI analyzes email emotions using natural language processing (NLP) and machine learning.
You can find the Contact Sentiment in the Contacts module.
Benefits
The benefits of the Contact Sentiment are:
- Recording customer sentiments allows businesses to build a historical archive of emotional data associated with each customer interaction.
- Leveraging sentiment insights empowers businesses to enhance customer satisfaction and loyalty through tailored interactions.
- Allows businesses to quantify customer experiences and incorporate this data into performance metrics.
Key Terminology
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| When the emotion of the conversation is extremely happy. |
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| When the emotion of the conversation is neither happy nor sad. |
Types of Contact Sentiment
Contact sentiment is classified based on the customer’s response to an email. It determines the customer’s satisfaction with a topic or product.
There are five types of Contact Sentiment:
- Positive Active
- Positive Passive
- Neutral
- Negative Active
- Negative Passive
Positive Active - When the emotion of the conversation is happy but not satisfied completely, the contact sentiment is represented by a smiling, positive emoji in a dark green color.
Positive Passive - When the emotion of the conversation is extremely happy, the contact sentiment is represented by a smiling positive passive emoji in a light green color.
Neutral - When the emotion of the conversation is neither happy nor sad, the contact sentiment is represented by a neutral yellow-colored emoji.
Negative Active - When the emotion of the conversation is unhappy and dissatisfied, the contact sentiment is represented by a negative emoji in orange color.
Negative Passive - When the emotion of the conversation is extremely sad, the contact sentiment is represented by a negative passive emoji in pink color.