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Fintech

Marketplace

Insurance

Legal and Compliance

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Support

Support Ticket Summarisation

Support Ticket Summarisation

Response Template Generation

Response Template Generation

Ticket Summarisation

Ticket Summarisation

Sentiment Analysis

Sentiment Analysis

Language Detection and Translation

Language Detection and Translation

Response Quality Check

Response Quality Check

Issue Trend Analysis

Issue Trend Analysis

CRM

Sentiment Analysis

This Task automates the analysis of sentiment in customer messages to prioritise urgent or negative feedback. Designed for use by Customer Service Representatives and Support Team Managers, the system performs the following functions:

  • Evaluates the overall sentiment of customer messages (positive, negative, or neutral)

  • Assesses the intensity of the sentiment

  • Identifies key phrases contributing to the sentiment

  • Flags urgent or highly negative feedback for immediate attention

  • Suggests appropriate response tones based on detected sentiment


This Task is applicable across various industries, including retail, hospitality, financial services, and telecommunications. It is designed to integrate with existing customer feedback systems, social media monitoring tools, and customer relationship management (CRM) platforms. The template can be adapted to address specific sentiment analysis requirements within an organisation's customer feedback framework. This customisation allows for tailored improvements in customer satisfaction management and issue resolution processes.

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Example outputs:

[
  {
    "overall_sentiment": "Negative",
    "sentiment_intensity": "High",
    "key_phrases": [
      "extremely disappointed",
      "terrible customer service",
      "never shopping here again"
    ],
    "urgent_flag": true,
    "suggested_response_tone": "Apologetic and Urgent Resolution-Focused"
  },
  {
    "overall_sentiment": "Positive",
    "sentiment_intensity": "Medium",
    "key_phrases": [
      "pleased with the product",
      "helpful staff",
      "would recommend"
    ],
    "urgent_flag": false,
    "suggested_response_tone": "Appreciative and Encouraging Further Engagement"
  },
  {
    "overall_sentiment": "Neutral",
    "sentiment_intensity": "Low",
    "key_phrases": [
      "requesting information",
      "curious about features",
      "considering purchase"
    ],
    "urgent_flag": false,
    "suggested_response_tone": "Informative and Gently Persuasive"

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Ticket Summarisation

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Language Detection and Translation

Language Detection and Translation