Enabling sentiment analysis for cases

A case business analyst can enable sentiment analysis for a line of business so that case agents can view sentiment detected by BMC HelixGPT and track emotional trends over time with justifications.
Sentiment analysis triggers automatically when a case is created or when the requester adds a comment or sends an email. Sentiment updates only for requester interactions.
This capability helps case agents to:

• Identify the requester’s emotions
• Prioritize sensitive cases
• Respond appropriately based on context
• Filter cases by sentiment or trend for efficient handling

Considerations for sentiment analysis

• The sentiment analysis is applicable only to newly created cases. It is not applicable for canceled or closed cases. Existing cases are not updated or recalculated. 

• Sentiment analysis is not applicable to cases created through BMC Helix ITSM. 

• When a case is created via Live Chat, the sentiment is calculated by using the available chat transcript. Any subsequent chat messages do not trigger recalculation or updates.

• Qualifications set to fetch the data for sentiment analysis are only used to gather data and provide context for evaluation. They do not trigger sentiment calculation.

• Sentiment trend is available only when the case has sufficient interaction data.
   

Before you begin

Make sure that the administrator has enabled BMC HelixGPT for your organization.

To enable sentiment analysis for cases

1. Log in to BMC Helix Business Workflows and click Settings.
2. Select Line of Business > Manage Line of Business.
3. On the HelixGPT tab, click Case sentiment analysis.
4. Select the Configuration value toggle button as .
5. Click Save.

The following image shows sentiment analysis enabled for a line of business:

Customizing sentiment analysis

You can customize the prompt and out-of-the-box skill configuration used for sentiment analysis according to your requirements. For more information, see 

• Creating and managing prompts
• Configuring mappings for skill configurations

BMC HelixGPT evaluates a maximum of five interactions for sentiment analysis. You can also customize this limit from the skill configuration.

To set the interaction limit for sentiment analysis

1. Log in to BMC Helix Business Workflows and click Settings.
2. Select Line of Business > Manage Line of Business.
3. On the HelixGPT tab, click Skills.
4. On the Skills tab, select Case Sentiment Analysis skill for the case activities.
5. On the Edit Skill Configuration screen, specify the number of interactions to fetch for sentiment analysis in the Entry Limit field.

The following image shows the interaction limit setting for sentiment analysis:

Related topics

Viewing and updating case details