Sentiment Analysis
In the Product Highlight series, we have a closer look at various features and functionalities of the Console, the interface of our Guest Communications Hub. It’s a practical take illustrating how easy it is to improve your guest journey with the support of our conversational AI. This product highlight focuses on the sentiment analysis feature. What does sentiment analysis offer? This innovative feature gives the Console user an overview of the dominant sentiment expressed in conversations, associating emotions with every interaction with your guest or potential guest. Aplysia analyses a sample of dialogues and, based on key indicators, classifies each conversation with a Happy or Unhappy sentiment This artificial intelligence tool is essential to help you and your team prioritise guest conversations, transforming every interaction into an opportunity to improve your communication and guest satisfaction. Imagine that you have an emotionally intelligent assistant that improves prioritising your communications and makes them more effective! Where can I find sentiment analysis in the console? This function can be found in the Inbox of your HiJiffy Console, where you can filter conversations by sentiment analysis. How does it really help me? The chatbot is able to discern the sentiment of guests in certain messages they send. Are they happy or frustrated? The chatbot will tell you when the conversation is transferred to the console with two types of sentiment: A: A sense of dissatisfaction (Unhappy) B: A sense of satisfaction (Happy) This analysis will help you to make more informed decisions, as well as prioritise and personalise your customer service. HiJiffy’s sentiment analysis, available in the Console, is a revolutionary tool that provides deep insight and effective control over guest interactions. Its ability to classify emotions and feelings transforms the way we interact and respond to guests’ needs, from reception to hotel management. Now, conversations have become a valuable source of information and an opportunity to continuously improve the guest experience, which in turn drives operational efficiency, guest satisfaction and, of course, the success of your hotel. Need assistance with making the most of the Sentiment Analysis? Browse our Help Center and access over 200 articles exploring the practical side of using the Guest Communications Hub. From onboarding videos to step-by-step guides to troubleshooting, it packs valuable information available to you instantly at any time. If you need further assistance with making the most of your solution, reach out to your Customer Success representative.
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