User Sentiment
How satisfied visitors are across all your companions.
The User Sentiment card tells you how visitors feel about their conversations with your companions. It analyzes interactions across your entire organization and categorizes them into three groups.
What you see
A donut chart displays the sentiment breakdown with percentages and counts for each category.
| Sentiment | What it means |
|---|---|
| Positive | The visitor had a good experience. They got what they needed and the interaction felt smooth. |
| Neutral | The visitor's experience was neither particularly good nor bad. Functional, but not memorable. |
| Negative | The visitor had a frustrating or unsatisfying experience. Something went wrong. |
What to look for
- A healthy sentiment distribution skews heavily toward Positive, with a small Neutral segment and minimal Negative.
- If Negative sentiment is climbing, dig deeper. Check the User Friction card to see if visitors are hitting roadblocks, and review Resolution Rate to see if conversations are going unresolved.
- A large Neutral segment isn't alarming, but it's an opportunity. These visitors weren't unhappy, but they also weren't impressed. Small improvements to your companions' tone and helpfulness can often shift neutral interactions to positive ones.
Sentiment is analyzed automatically from conversation content. You don't need to set anything up — it works across all your companions out of the box.
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