Emotional Insights
Emotional Insights study the mood of the end user based on their conversation with the VA. The emotion of the end user is captured in each turn of the call for the entire call. The emotions are analyzed to understand how the customer react to different issues on a call.
The end user emotion is classified into:
Neutral
Joy
Sadness
Anger
Fear
Disgust
Surprise
Excitement
Contempt
Bored
Note
As of U-Self Serve release 2024.2, the Emotion insights are captured in the Conversation service. In future releases, the emotional insights will be presented in the UI in reports and in APIs.