Understand how Sprinklr identifies customer sentiment
Updated
Get acquainted with Sprinklr machine learning models to classify your customer conversations based on sentiment.
Sprinklr Sentiment models are driven by Machine Learning. Training models for any language require a huge amount of data annotation. We have annotated close to a million mentions per language to train the models to achieve high levels of accuracy.
Sprinklr follows the following guidelines in classifying the sentiment as Positive, Neutral, or Negative.
Sentiment classification is not based just on the subject of the message. The message is judged in its entirety, without taking any brand considerations into account.
Sentiment guidelines with examples
Message Type | Sentiment | Indicative Example |
Customer Service (Received Messages) |
Complaints about customer service experience/pricing/products. The complaint is unresolved. | Negative | Having issues for the past few weeks with my OS. Contacted "BrandName" support too about this, but still unable to get this resolved. This is simply unacceptable! |
The complaint which has been resolved, but the user has not mentioned whether they are satisfied/dissatisfied with the resolution. | Neutral | I used to have a similar issue with my mouse. I contacted "BrandName" support and they got it fixed. |
The complaint which has been resolved and the user is satisfied with the resolution. | Positive | I used to have a similar issue with my mouse. I contacted "BrandName" support and they got it fixed in next to no time. Was absolutely blown away by their swift resolution! |
The complaint which has been resolved, but the user is dissatisfied with the resolution. | Negative | I used to have a similar issue with my mouse. I contacted "BrandName" support and they claimed to have fixed it. And yet, I am running into the same issue again. Really disappointed with the support on offer. |
Queries about services/charges. | Neutral | How much does "BrandName" charge for an oil change? |
Question where a user is asking others whether they've also had a good experience with the brand. | Positive | Is it just me, or is the new "BrandName" burger simply the best? |
Question where a user is asking others whether they've also had a bad experience with the brand. | Negative | I'm sure people ask about this a lot, but anyone else also having major leakage problems with their "ProductName" diapers? |
Calling a company a scam. | Negative | Never buying "BrandName" again. Their products are a shame. |
Criticism about policies. | Negative | "OrganizationName", you should reconsider your no-guns rule, or we are going to boycott you. |
Complaints about the difficulty of earning/redeeming loyalty points/rewards. | Negative | "OrganizationName" is making it even more difficult for me to like them. They've lowered their tier benefits again. Their frequent flyer program is fast becoming a farce. |
Customer mentioning faulty/delayed/unresponsive customer care. | Negative | Will someone ever respond to me? Trying and failing for the past week to get "OrganizationName" to refund my money, but getting no reply from your end. Are you even reading this? |
Customer Service (Sent Messages) |
Apologizing to a customer, and reassuring that the matter will be looked into. | Negative | I am extremely sorry about your bad experience, Garry. I will surely have someone look into this at the earliest. |
Apologizing to a customer, and asking for more details. | Negative | I am extremely sorry about your experience, Garry. That is definitely not the experience we want our customers to have. When you get a moment, can you send us a DM with your contact details so that we can look into this? |
Apologizing to a customer and offering a solution | Neutral | I am extremely sorry to hear you are having trouble with your laptop, Garry. Restarting your system should fix this issue. Do let us know if you would require further assistance with this. |
Thanks to the user while asking for more details. | Neutral | Hello Larry, Thank you for contacting us. Could you give me the service tag (Geek de series) of your Alienware in private message? |
Thanking the user while asking for more details and ends the message with a good wish. | Neutral | Hello Larry, Thank you for contacting us. Could you give me the service tag (Geek de series) of your Alienware in private message? Good day, Hakim. |
Thanking the user while offering a solution and ends the message with a good wish. | Positive | Hi! Please be informed, to activate missed call alert (MCA) service dial *321*881#. MCA service is free for the first month. After that Rs.30 for 30 days will be charged as service rental. For any further assistance, please do not hesitate to write me back. Have a great day! Thank you, Reema. |
Thanking the customer for praise. | Positive | Thank you for your kind words, Garry. I will surely pass this along to the team! |
Offering coupon/freebie, while apologizing for a bad experience. | Neutral | I am extremely sorry to hear about your experience, Garry. We would like an opportunity to fix your experience. You can walk into any Macy's outlet in the New York area and get a 50% discount on your purchases. |
Offering coupon/freebie, while thanking a customer for loyalty. | Positive | Thank you for your kind words, Garry. As a token of our appreciation, please do note that if you walk into any of our stores in the NY area, you can avail an instant 50% discount on your purchase. |
Proactively offering coupon/freebie. No apology for a bad experience, or thanks for the loyalty. | Neutral | Hi Garry! We are running a 50% off program for all purchases above $50. |