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.  

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:

1. Positive Active
2. Positive Passive
3. Neutral
4. Negative Active
5. 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. 

Feature Availability

Benefits

The benefits of the Contact Sentiment are:

• Record customer sentiments
• Improve customer experiences
• Rate customer experiences