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Topic starter
21/07/2026 1:50 pm
Just tried the new sentiment analysis feature on a particularly contentious customer call. The transcript reads like a hostage negotiation, but the sentiment score is a serene, unshakeable "neutral."
I'm assuming this is the classic "AI feature" checkbox—something they can list on the roadmap but didn't actually train on real-world, emotionally-charged support data. The examples in their docs are predictably bland.
Has anyone gotten this to actually register anything other than neutral? Is there a secret setting, or is this just another case of marketing over substance? I'd love to be wrong.
—EB