While we may not be handing out psychic powers, Atera's AI-powered ticket sentiment feature lets you peer into your end users' feelings with almost supernatural insight. Not only will this allow for enhanced visibility into end user sentiment, but you'll be able to provide more targeted support, send personalized and empathetic responses, and improve your overall end-user satisfaction.

Note: Sentiment analysis currently supports Arabic, Chinese, Dutch, English, French, German, Indonesian, Italian, Japanese, Korean, Portuguese, Spanish, Thai, Turkish and Vietnamese.

How it works

Copilot's ticket sentiment analyzes the latest comments in an ongoing ticket conversation and classifies the end user sentiment as positive, negative, or neutral, providing immediate insight into how the customer perceives the service being provided. This quick assessment helps prioritize urgent matters and trends in customer satisfaction. By scanning ticket content, the AI aids technicians in identifying areas needing attention so you can better prioritize their responses and allocate resources accordingly.

On the Tickets page, you can view the sentiment at a glance, allowing you to prioritize tickets easily based on sentiment.

Note: The AI sentiment analysis doesn't apply to the initial comment generated by alerts or comments added via API integration.

You can also see the sentiment directly on the ticket itself, ensuring that you can respond appropriately and effectively.

How to disable AI ticket sentiment

1. From Admin (on the sidebar), click Settings > Tickets.

The Ticket Settings page appears. 

2. Uncheck Ticket sentiment analysis to disable automatic sentiment detection.