Models for Detecting Language, Sentiment, and Actionability

The installation of eServices Manager includes samples that detect

• Language
• Sentiment
• Actionability

Language Detection

As part of the installation of eServices Manager, Genesys provides a model that classifies e-mails as English, French, German, Italian, Portuguese, Russian, or Spanish.

To import this model and its training object, use the following procedure.

Sentiment Detection

Genesys supplies sample screening rules that analyzes interactions for:

• The sentiment expressed—Positive, negative, or neutral.
• Actionability—Whether the interaction calls for attention from an agent.

To use this sample, import the file SentimentAndActionabilityScreeningRules.kme, which is located in the KnowledgeManagerHome\SentimentModel directory.

This file provides examples of screening rules for detecting sentiment and actionability, plus category trees containing categories that are assigned to any interactions that match the rules.