Using AI analysis, Abby identifies certain words and phrases used by the caller and assigns a sentiment rating to the call.
This allows you to quickly identify positive experiences, neutral interactions, or conversations that may require attention.
Sentiment ratings are visible in the Activities section and may also appear in exported activity reports.
How Sentiment Ratings Work
Abby's AI analyzes the language used by the caller during the conversation.
The AI looks for specific words and phrases that indicate the caller’s overall experience.
Sentiment ratings are based on word choice, not tone of voice.
For example:
A caller saying “I’m doing great” may be identified as Positive
A caller saying “This is unacceptable” may be identified as Negative
If the conversation does not contain clear positive or negative indicators, the rating will appear as Neutral.
Sentiment Rating Types
Positive
A Positive rating indicates the caller used language suggesting satisfaction, excitement, or appreciation.
Examples may include:
“This is great”
“Thank you so much”
“I really appreciate the help”
Neutral
A Neutral rating means the AI did not detect strong positive or negative language in the conversation.
Most routine calls fall into this category.
Examples include:
Appointment scheduling
Basic information requests
General inquiries
Negative
A Negative rating indicates the caller used language suggesting frustration, dissatisfaction, or urgency.
Examples may include:
“This is unacceptable”
“I’m really frustrated”
“This problem hasn’t been fixed”
Negative sentiment can help you quickly identify calls that may need follow-up.
When Sentiment Ratings Are Helpful
Sentiment ratings can help you:
Quickly identify unhappy callers
Prioritize follow-ups
Review customer experiences
Monitor call quality over time
Important Note
Sentiment ratings are generated automatically using AI analysis and may not always perfectly reflect the caller’s experience. They should be used as a quick reference rather than a final determination of how a conversation went.