User Flow

When an end user initiates a chat with an agent, the Live Chat Sentiment Analysis Accelerator flow is initiated. As of now this accelerator does not support the real-time live update, as it uses asynchronous Custom Process Model (CPM) updates for the prediction flow, which means that the user can expect a slight delay of a few seconds to a minute to see the prediction evaluation results to be reflected in the Monitoring Report for the supervisor.

The flow has two major events: prediction and evaluation.

A prediction is initiated when a chat is accepted, which will have a record created in Monitoring Report for supervisor, which explains chat level information like chat id, current queue, is chat in negative emotion, and if chat has an ask for supervisor.

Evaluation is condition-based. The prediction result of each individual chat is evaluated. When the evaluation is in-progress, it checks for the following conditions. If any of the condition is met the corresponding flag for marking the chats progressing in negative emotion will be marked.

  • If there is a chat text which has an ask for a supervisor by the customer, it will update the flag for “supervisor ask”.
  • If there are 'n' number of configured negative chat texts, it will check for the presence of any of the following patterns to flag the chat as “chat in negative sentiments”.
    • Time between first and last negative customer response (configurable) flag: MAX_TIME_GAP_AGENT_RESPONSE_FOR_NEGATIVE is the configuration to be set with maximum time allowed between first negative message and last message without agent response.
    • Agent responded between first and last negative response flag: MAX_NEGATIVE_CHAT_COUNT will be configured with maximum number of negative messages allowed if an agent has responded to negative message from customer.
    • Word length of the end user messages between first and last negative customer response (configurable) flag: MAX_TEXT_LENGTH should be configured with maximum character length of chat text between first and last negative message.
    • Time between the last negative response and last response: MAX_TIME_GAP_FOR_AGENT_RESPONSE maximum time delay allowed between last negative message and last message from customer without agent response in between.