Chatbots built on the Kore.ai Platform can detect sentiment of an interaction and help steer the flow of the conversation. Beyond completing tasks, Kore.ai Bots can also understand a user’s mood throughout a conversation. Our NLP engine scores sentiment based on connotation, word placement, and modifiers. Developers can use these scores to trigger custom flows to improve bot-to-user communication or bring in human agents as needed.
Kore.ai analyzes six possible emotions – anger, disgust, fear, sadness, joy, and positivity. The sentiment algorithm can also score for multiple emotions. For example, an input could yield a high score for joy, but a mild score for sadness.
Our NL engine scores sentiment on a scale of -3 to +3 – with positive values representing expressed emotions, and negative values representing suppressed emotions. The overall tone score is calculated and assessed for modifiers for example, “I am extremely disappointed” would return a higher angry tone than, “I am disappointed.” Developers can store these tone scores as context and alter the flow of conversations using the Dialog Builder within Kore.ai’s Bot Builder.