Investigate sentiment scores during contacts

What are sentiment scores?

A sentiment score is an analysis of text, and a rating of whether it includes mostly positive, negative, or neutral language. Supervisors can use sentiment scores to search conversations and identify contacts that are associated with varying degrees of customer experiences, positive or negative. It helps them identify which of their contacts to investigate.

You can view a sentiment score for the entire conversation, as well as sentiment trend across whole contact.

How to investigate sentiment scores

When working to improve your contact center, you may want to focus on the following:

• Contacts that start with a positive sentiment score but end with a negative score.

  If you want to focus on a limited set of contacts to sample for quality assurance, for example, you can look at contacts where you know the customer had a positive sentiment at the start but ended with a negative sentiment. That shows you they left the conversation unhappy about something.

• Contacts that start with a negative sentiment score but end positive.

  Analyzing these contacts will help you identify what experiences you can recreate in your contact center. You can share successful techniques with other agents.

An additional way of looking at sentiment progression is to check the sentiment trendline. You can see the variation in the customer's sentiment as the contact progresses. For example, the following image shows a conversation with a very low sentiment score in the beginning of the conversation, and very positive one at the end.

For more information, see Search for sentiment score or evaluate sentiment shift.

How sentiment scores are determined

Amazon Connect Contact Lens analyzes the sentiment of each speaker turn in a conversation as positive, negative, or neutral. It then considers two factors for each participant turn to assign a score that ranges from -5 to +5 for each period of the call:

• Frequency. The number of times the sentiment is positive, negative or neutral.

• Sentiment streaks. The consecutive turns with same sentiment.

The overall sentiment score is the average of the scores assigned during each portion of the call.