Chatbots, unlike humans, may lack empathy and so may not be able to comprehend clients’ emotions, like their mood, sentiment, and so on.

If you’re a business owner dealing with similar challenges, Insync’s conversational AI can dramatically turn the tide.

What is Sentimental Analysis and How does it Work in Conversational AI?

Some chatbots are trained to understand your customer’s emotions based on word utterances and phrases. 

One of the advanced versions is conversational AI chatbots. These smart bots can answer in a human-like manner using Machine Learning (ML) and cognitive intel algorithms. 

Sentiment analysis refers to the ability of AI chatbots to identify, interpret emotion in a user’s input and appropriately empathically respond to the user as well as offer alternative options to ensure the user gets the help he/she needs.

Also read: Learn How To Empower & Scale Your Business With Insync

There are three stages to the overall procedure of Sentiment Analysis:

1. Understanding the Polarity

Conversational AI chatbot is programmed to recognize emotions like joy, rage, and sadness during conversations with clients.

2. Measure the Intensity of Emotions

Conversational AI’s next step is to use NLP technology to quantify the degree of the customer’s emotions.

3. Decide What to do Next

The final phase in the analysis is to choose the best course of action for the consumer. 

For example, if the AI detects a high positive score indicating the customer’s positive emotions, it can use this opportunity to upsell the company’s products to the customer. 

Also read: Case Study: How this Fintech Improved Number of Loan Applications with Insync

On the other hand, if the AI detects a negative score indicating anger or sadness, the bot may escalate the call to a live agent to resolve the issue as soon as possible.

What Role does Sentiment Analysis play in Conversational AI?

Customers must have a positive and memorable experience when interfacing with a brand. This isn’t possible with automated, robotic responses from an ordinary chatbot. This is where, sentiment analysis comes into the game:

Fun Interactions

Conversational AI ensures that your consumers enjoy a memorable experience through customized responses, thanks to its ability to identify customer moods.

Identifies Emotional Triggers

Conversational AI can change a customer’s mindset and provide better service by identifying emotional triggers.

Transfer Only Critical Calls to Human Agents During Peak Hours

Sentimental Analysis plays a significant role in relieving the pressure on human agents during peak hours by transferring only critical calls to them, particularly those from customers who are enraged and frustrated.

Final Thoughts

Conversational AI has revolutionized customer service in previously inconceivable ways, assisting numerous organizations in increasing sales conversion and client retention and allowing them to scale. 

Also read: Customer Service Automation, the Key to Successful Remote Customer Support

Customer service representatives who deal with emotionally charged consumers all day have found that Sentimental Analysis has significantly decreased their stress levels.

Insync develops and deploys class-leading conversational AI chatbot solutions for businesses and has worked with Disney, Berkshire Hathaway, and Verizon, among others. 

If you’re looking for agile AI chatbot solutions to increase ROI, which is deployable across CRMs, we’re just a tap away