Skalin documentation

Focus on sentiment analysis

Focus on sentiment analysis

With Skalin, 100% of the written conversations (emails, tickets...) you have with your customers are analyzed and evaluated via "Natural Language" AI (opens new window). Sentiment analysis identifies the dominant emotion in a given text, in particular to determine whether the author's attitude is positive, negative or neutral. This technology is compatible with all major languages (including English, French, German, Spanish, etc.).

Nota

From a scoring point of view, the aim is not so much to measure a level of satisfaction at a given moment, but rather to track its evolution over time to detect any alteration in interactions and trigger alerts where necessary.

# Modification, exclusion of an AI-generated score

Once the AI has rated an interaction, you will see the small ai.png label next to the score.
If you believe this score is not appropriate, you can click the circle corresponding to the score you would have given. The AI label disappears, as a human rating is then taken into account.

If an interaction is not relevant for the interaction score, you can exclude it by editing this interaction and checking the “excluded” box:
excluded.png

As a reminder, all grey scores, corresponding to outgoing interactions (emails sent by you to your client), are not counted in the interaction score.

By default, an exclusion list of emails exists. Here is what it excludes from the interaction score:

  • all senders whose email address start with: 'no-reply@', 'noreply@', 'donotreply@', 'do-not-reply@', 'notifications@', 'alerts@', 'system@', 'info@', 'contact@', 'admin@', 'bot@', 'mailer@', 'mailer-daemon@', 'postmaster@', 'service@', 'updates@', 'newsletter@', 'welcome@', 'hello@', 'feedback@', 'survey@', 'invitations@', 'calendar-notification@', 'microsoft@'
  • all emails from senders containing: 'auto-reply', 'out-of-office', 'vacation', 'autoreply', 'outofoffice', 'vacationreply'
  • all objects containing:
  • 'Out of Office', 'OoO', 'Auto Reply', 'Vacation Notice', 'Out of Office AutoReply', 'Out of Office Notification', 'Réponse automatique', 'Absent(e) du bureau', 'Absence Re:', 'Message d'absence du bureau Re:',
  • 'Undelivered Mail', 'Delivery Status Notification', 'Delivery Failure', 'Mail Delivery Subsystem', 'Mail System Error', 'Mail Delivery Failed', 'Delivery Report', 'Message Not Delivered', 'Message Delivery Failure', 'Mail Returned', 'Non-delivery report', 'Votre e-mail a été lu', 'Read receipt',
  • 'Accepté:', 'Accepted:', 'Reçu:', 'Received:', 'Message reçu', 'Message lu', 'Message ouvert', 'Message consulté', 'Message visualisé', 'Message affiché', 'Message pris en compte', 'Votre message a été reçu', 'Votre message a été lu',\
  • 'Your ticket has been created', 'Ticket created', 'Support Ticket', 'Support Request', 'Support Case', 'Support Inquiry', 'Support Issue', 'Support Notification', 'Support Alert', 'Support Update', 'Support Follow-up', 'Support Response', 'Votre demande a été prise en compte'
Contributors: CAMILLE_PRO\camil , Julien