Sunset: AI-Generated Ticket Sentiment

What’s changed?

We’re sunsetting Ticket Sentiment because we’ve developed a more comprehensive way to understand ticket sentiment and overall customer experience: Customer Experience Score (CXS). Reach out to mollmann@hubspot.com to sign up to the CXS private beta.

Sunset

What is it?

This change introduces three new AI-generated ticket properties to capture a customer's sentiment throughout their support interaction. The value for these properties will be automatically generated using AI based on the incoming customer messages in any conversations associated with the ticket.

Why does it matter?

This change gives support agents quick visibility into how customers are feeling about a given support interaction, making it easier for them to adjust their approach as needed in order to boost customer sentiment.

These properties can also be used in custom views and workflows, enabling support teams to factor customer sentiment into their triage and prioritization processes. Additionally, admins can leverage these properties in reports to assess sentiment trends over time and identify areas for improvement.

How does it work?

The feature uses an internally-hosted LLM to automatically detect sentiment of incoming messages. The AI model produces a score from 0-100, which is then translated into a value of either positive, negative, or neutral. Scores of 60-100 are positive, 41-59 are neutral, and 0-40 are negative. Here are some more details about each property:

First message sentiment: Sentiment of the visitor's initial message (Positive, Neutral, or Negative), based on an AI-generated sentiment score.
Last message sentiment: Sentiment of the visitor's most recent message (Positive, Neutral, or Negative), based on an AI-generated sentiment score.
Average ticket sentiment: Overall sentiment of the ticket (Positive, Neutral, or Negative), determined by the average of AI-analyzed sentiment scores from all visitor messages.

Sentiment properties can not be manually updated, but can be used in custom views, workflows, and reporting!

A note on backfilling sentiment data for historic tickets: If your Beta request is approved, the sentiment property will be backfilled for historic tickets from the last year. This backfill may take up to 3 business days to complete (from when the request is approved).