Sentiment Analysis — How It Works

Velaro automatically analyzes every conversation for customer sentiment when it resolves. An AI model reads the full transcript and scores it on a 1-10 scale, classifies it as Positive, Neutral, or Negative, and detects the customer's primary intent.

This happens automatically — no setup required beyond enabling the Satisfaction report in your subscription.

Scoring

Each conversation gets a sentiment score from 1 (extremely negative) to 10 (extremely positive):

• 9-10: Customer expressed clear satisfaction or gratitude
• 7-8: Generally positive interaction, needs were met
• 4-6: Neutral — factual exchange without strong emotion
• 2-3: Customer expressed frustration or complaints
• 1: Hostile or highly escalated — follow-up recommended

Per-Contact Tracking

Every contact builds a rolling sentiment average across all their scored conversations. The more conversations scored, the more reliable the average becomes.

Confidence levels help you decide how much to trust a score:

• Low (fewer than 5 conversations): directional only, may shift significantly
• Medium (5-15 conversations): reasonably representative
• High (15+ conversations): statistically meaningful, safe for automated decisions

New customers start with no score and show as "New" until their first conversation is scored. We don't assume sentiment — the data speaks for itself.

Report Views

The Satisfaction report has three views:

Overview: Aggregate sentiment distribution with donut and bar charts, KPI cards, and top customer intents.

Breakdown: Per-conversation or per-message detail table. Click any row to open the conversation. Filter by sentiment type, source (agent, bot, or contact), and date range.

By Contact: Per-customer dashboard showing rolling score, confidence badge, trendline chart over time, channel satisfaction breakdown (Web vs SMS vs WhatsApp etc.), and drill-down into individual conversation history.

Channel Breakdown

See how satisfaction varies across channels — Web chat, SMS, WhatsApp, IVR, Email, and more. Channels with lower scores may indicate channel-specific friction (like slow IVR responses vs fast web chat). Use the "Exclude bot conversations" toggle to isolate human-agent interactions.

Integration with Health Score

Sentiment is one of four components in your Customer Health Score (alongside NPS, CSAT, and Engagement), each worth up to 25 points. The health score updates daily and appears in the conversation sidebar when agents are chatting with contacts.

Integration with Surveys

Sentiment analysis captures tone from 100% of conversations automatically. Post-chat surveys (NPS, CSAT, Star Rating, Thumbs) capture explicit feedback from the percentage of customers who choose to respond. Both metrics feed into health scoring — they complement each other.

AI Model

Sentiment uses the same AI model configured for your Copilot. If you need different accuracy for sentiment (for example, a more powerful model for nuanced conversations), your admin can set a separate SentimentAiModel override in subscription settings without affecting your bot.

Automated Follow-Ups

With Email Campaigns enabled, you can create automated drip sequences that trigger based on sentiment:

• Recovery Campaign: Auto-enroll contacts when sentiment drops to Negative. Send personalized follow-ups with escalation to account managers if no improvement.
• Delight Campaign: When sentiment is Positive, request reviews, offer loyalty rewards, or ask for referrals while the customer is happy.

Ask your account manager about enabling Email Campaigns if you'd like to automate sentiment-based outreach.

FAQ

How accurate is AI sentiment? Large language models achieve 85-92% agreement with human raters on customer service conversations. Edge cases include sarcasm, cultural context differences, and very short messages like "ok" or "thanks."

Does it cost extra? No. Sentiment analysis uses the same AI model and quota as your Copilot. It's included with the Satisfaction report feature.

Can I see sentiment during a live conversation? Yes — agents see a sentiment badge in the contact info panel during active conversations, showing the contact's rolling score and confidence level.

How do I enable it? Ask your admin to enable "Satisfaction" in Reports settings, or contact your account manager.