OVERVIEW
Virtual Assistants
Kore.ai Platform
Key Concepts
Natural Language Processing (NLP)
Accessing Platform
VIRTUAL ASSISTANTS
Virtual Assistant Builder
Virtual Assistant Types
Getting Started
Creating a Simple Bot
SKILLS
Storyboard
Dialog Task
Introduction
Dialog Builder (New)
Dialog Builder (Legacy)
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Bot Action Node
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Manage Dialogs
User Prompts
Knowledge Graph
Terminology
Building
Generation
Importing and Exporting
Analysis
Knowledge Extraction
Build
Alert Tasks
Introduction
Ignore Words and Field Memory
How to Schedule a Smart Alert
Small Talk
Digital Views
Overview
Configuring Digital Views
Digital Forms
Overview
How to Configure Digital Forms
NATURAL LANGUAGE
Overview
Machine Learning
Introduction
Model Validation
Fundamental Meaning
Introduction
NLP Guidelines
Knowledge Graph
Traits
Introduction
How to Use Traits
Ranking and Resolver
Advanced NLP Configurations
INTELLIGENCE
Overview
Context Management
Overview
Session and Context Variables
Context Object
How to Manage Context Switching
Manage Interruptions
Dialog Management
Sub-Intents & Follow-up Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Event Based Bot Actions
Default Conversations
Default Standard Responses
TEST & DEBUG
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
CHANNELS
PUBLISH
ANALYZE
Overview
Dashboard
Custom Dashboard
Overview
How to Create Custom Dashboard
Conversation Flows
NLP Metrics
ADVANCED TOPICS
Universal Bots
Overview
Defining
Creating
Training
Customizing
Enabling Languages
Store
Smart Bots
Defining
koreUtil Libraries
SETTINGS
Authorization
Language Management
PII Settings
Variables
Functions
IVR Integration
General Settings
Management
Import & Export
Delete
Versioning
Collaborative Development
PLAN & USAGE
Overview
Usage Plans
Support Plans
Invoices
API GUIDE
API Overview
API List
API Collection
SDKs
SDK Overview
SDK Security
SDK App Registration
Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Widget SDK Tutorial
Widget SDK – Message Formatting and Templates
Web Socket Connect & RTM
Using the BotKit SDK
Installing
Configuring
Events
Functions
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
ADMINISTRATION
HOW TOs
Creating a Simple Bot
Creating a Banking Bot
Context Switching
Using Traits
Schedule a Smart Alert
Configure UI Forms
Add Form Data into Data Tables
Configuring Digital Views
Add Data to Data Tables
Update Data in Data Tables
Custom Dashboard
Custom Tags to filter Bot Metrics
Patterns for Intents & Entities
Build Knowledge Graph
Global Variables
Content Variables
Using Bot Functions
Configure Agent Transfer
Update Balance Task
Transfer Funds Task
RELEASE NOTES
  1. Docs
  2. Virtual Assistants
  3. Advanced Topics
  4. Sentiment Management

Sentiment Management

Emotion tones are critical indicators in understanding the attitudes and opinions of users interacting with the bots. Sentiment Management allows the developer to define and trigger events based on the user’s emotion or sentiment.

Notes

  • This feature was introduced in v7.0.
  • This feature is not supported in all languages. Click here for details.

Negative emotion scenarios like anger or disgust are typically considered for transferring the conversation to a live agent.

The Natural Language Processing (NLP) interpreter can parse user utterances for specific words and phrases, and then provide an average tone score based on the connotation, word placement, and any added modifiers. (Click here for more on Tone Analysis)

The tone or sentiment scores are stored as context and used to drive the flow of a dialog task through conditional transition statements. You can use these scores to steer user-bot conversations or seamlessly invoke escalation to a live agent.

Configuration

You can define multiple sentiment events from Natural Language > Intelligence.

Use New Event to define an event to capture the user’s emotion.

Following parameters can be configured for a sentiment event:

  • Event Name – Name of the event.
  • Event Trigger – Defines how often the sentiment must be checked. It can be set to:
    • On Task Completion – Sentiment is checked only after completion of a task (dialog, action, alert, and information task).
    • After Every User Message – Sentiment is checked after every message from the end-user. The event is evaluated before proceeding with the conversation using the incoming utterance.
  • Emotion Configurations
    • Select the required emotions to be captured from a list of six tones, angry, disgust, fear, sad, joy, and positive.
    • Select if the tone should be considered at the Session level or Message level
      • Session-level tone value is a consolidated tone value across all user messages in a conversation session.
      • Message-level tone value is a tone value calculated for a given message from the user.
    • Define the range to be considered for each of these tones, the range can be between -3 to +3. (Click here for more on Tone Analysis)
    • When multiple emotions are selected, the event is triggered when ALL the tone rules are met. In case you want the event to trigger when any tone rule is met, add them as separate rules.
      Post v8.1, the platform can identify the emojis in user utterance and set the tone accordingly.
    • Event Configuration – The result of the event trigger could be either to Run a Dialog or Run a Script.

Event Flow

Emotion tones are continuously updated whenever a message received from the users and as such the sentiment events are also continuously evaluated. When an event’s criteria are met, the platform triggers the defined behavior.

  • If the configuration used is to Initiate a task, then the current task is discarded and the bot switches to the new task according to the event configuration.
    • Any other implicitly paused tasks will also be discarded.
    • Tasks that are kept on hold using Hold and Resume settings are resumed as per Hold and Resume configuration.
    • If the dialog selected to trigger for the sentiment event is not available for any reason, then a standard response is displayed. Refer to the standard response with the title Dialog task required for conversation is not available for more information. (more on standard responses).
  • If the configuration used is to Run the script, then the platform executes the script and continues with the task execution. In case of any errors executing the script associated with the sentiment event, then a standard response is displayed. You may refer to the standard response titled Error in continuing the conversation due to incorrect bot definition for more information. (more on standard responses).
  • In case of a conflict between a sentiment event and direct intent invocation by the user, sentiment event is given precedence.
  • When tone criteria for two or more sentiment events are satisfied at the same instance, then the platform prefers the sentiment event with the highest order of precedence used in defining the events.
Execution Flow for Universal Bots
  • Events configured at the universal bot are honored over the events defined in the child bots.
  • If an event at the universal bot is qualified, then the corresponding behavior is triggered.
  • If an event at the universal bot is not qualified or not defined, then the events defined for the child bot that the user is interacting with are evaluated and triggered if qualified.
  • If no child bot is being executed, then child bot events are not evaluated.

Reset Tone

By default, sentiment values are reset at the beginning of every user conversation session.

Apart from the beginning of the conversation session, the platform resets the sentiment values (i.e. tone scores) once the associated events are triggered. The reset behavior is based on the type of event trigger:

  • If a script is run, then the values are reset after successful execution of the script.
  • In case of a dialog task is triggered, the values are transferred to the new dialog task’s (triggered by the sentiment event) context and reset in the original global context.
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