AI Sentiment Beta

Understand your Players Like Never Before

Take your player understanding to new heights with our AI Sentiment feature, our new addition to the Agent Co-pilot, a set of AI features for agents. By delving into the emotional tone of player conversations, you'll uncover invaluable insights that will transform your support strategy.

Insightful Understanding
Gain a deeper understanding of your players' true sentiments and priorities by analyzing the emotional tone of their conversations. By incorporating user-provided CSAT ratings and analyzing a broader context, AI Sentiment ensures greater accuracy and relevance.

Seamless Integration
Integrated directly into the Agent Workspace, AI Sentiment seamlessly becomes a part of your support team's workflow, enabling them to gauge player sentiment effortlessly.

Efficiency Boost
Prioritizing and promptly addressing negative sentiment messages reduces resolution times, enhancing support efficiency.

Data-Driven Insights
The accumulation of sentiment data offers valuable insights into consumer sentiment trends, pinpointing areas for support enhancement and strategic improvement.

What can you expect by taking part in the beta?

As part of the beta, you'll have early access to a feature not yet available to all customers. Please note that we'll be refining this feature based on feedback from beta participants.

How to share your feedback or ask questions?

Please provide your feedback by either emailing your CSM or submitting it via the feedback form. We will plan for an initial feedback session after about a month and a half and a follow-up at the end of the beta phase. Should you have critical feedback or suggestions for enhancements, we can arrange ad-hoc meetings accordingly.

If you encounter any issues or have questions during the beta, please reach out to your CSM. We're here to provide support and assistance.

Analytics for AI Sentiment

To evaluate the effectiveness of AI Sentiment, the reporting dashboard offers comprehensive metrics to measure its performance and impact on support efficiency. It also provides a clear comparison against issues that did not leverage this feature.

Issue Metrics: Track and compare the number of issues created, resolved, reopened, and rejected with and without AI Sentiment to assess its influence on operational efficiency.
Response Impact: Measure response times, including time to the first human contact and overall handling time, to highlight how AI Sentiment accelerates customer engagement.
Resolution Quality: Evaluate key metrics such as time to resolution, resolution acceptance rates, reopen ratios and CSAT to determine the role of AI Sentiment in improving issue resolution outcomes with AI-driven insights.

Pricing

We are developing our new agent co-pilot features with direct involvement from our Keywords Studios customer support operations teams. These features will be provided free of charge to all Keywords Studios agents. After the beta phase, a separate pricing plan will be made available for clients using Helpshift as a standalone service and for non-Keywords agents.

Product terms