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How do I enable AI Incident Sentiment Analysis for Supervisors?

Environment:

Browser UI, Oracle B2C Service

Resolution:

The new feature, i.e.. AI sentiment analysis for supervisors/administrators shows customer and agent sentiment for the list of incidents (threads) configured to be analyzed and shows them under the emoji icon on the right-side panel. The feature is presently on controlled availability and hence an SR must be raised to get it enabled. Once enabled, use the following steps to configure it on your site:

• Configure your OCI Language Service end-point in the External Object and Integrations, making sure the integration type is REST and Allowed API methods include GET, PATCH, PUT, POST, and DELETE. 

• On the Navigation bar on top left corner on BUI, go to Configuration > Administration > AI Studios > Sentiment Analysis > Incident Sentiment 
  
   

  

• Click on Add New and follow these steps:
  • Give the configuration a name
  • Select your configured XO connection under Sentiment Analysis connection
  • On the right-side panel, under Configuration, Incident report (this report contains the incidents that the sentiment analysis will be run on) and Number of recent threads to be analyzed (between 1 to 5). 
  • Under Profile access, select profiles for interface that will/should have access to run and see the analysis results
• Click on Save & Close.
• An emoji icon will appear on the right-side panel.

Please note that you require an active subscription of OCI Language Service for this feature. More information can be found here.