A customer case sentiment score is a numerical value that represents the overall sentiment of a customer with their case resolution. It is generated using Natural Language Processing (NLP) and AI from case description and subsequent comments as well as other textual sources (such as emails). If a case lacks customer input, a sentiment score cannot be calculated.
The score ranges from -1.0 (extremely negative) to +1.0 (extremely positive). Once calculated, the results are stored in the following case fields:
- Customer Sentiment Score — The overall customer sentiment score (a decimal value ranging from -1.0 to 1.0).
- Sentiment Score Summary — A brief textual summary of customer sentiment, obtained when ‘Customer Sentiment Score’ is calculated.
These values can be used in dashboards, reports, list views, and automation to:
- Monitor and address potential issues — Automatically notify managers about in-progress cases with low sentiment scores.
- Gauge customer satisfaction trends — Identify patterns over time.
- Automate personalized responses — Trigger actions based on sentiment trends.
Automated Updates
Nextian Quote-to-Cash automatically calculates customer sentiment scores in the background whenever case updates are detected. The update process runs externally on a cloud-based container or server, outside of Salesforce.
Manual Updates
Users can manually update the case sentiment score by following these steps:
- Open case details.
- Click AI Analyze Customer Sentiment.
- The system collects relevant data and sends it to the AI for analysis.
- Once the results are returned (typically within a few seconds), they are displayed to the user.
- Click Update Case to save the sentiment score.
