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Sentiment scores

Last Update: Sep 2024 Est. Read Time:
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The sentiment metric can be found on the Insight Panel of any search in the Customer klass. Check out the Sentiment Insights card to get a quick visual representation of your current customer's average sentiment.

How is sentiment scored?

Sentiment is scored on an individual message using Amazon Comprehend's natural-language processing (NLP) engine. Conversation and customer sentiment values are averages of all message scores attached to the conversation or customer. Kustomer makes an API call on message create to the engine, then updates the message data with the sentiment score.

Learn more about Amazon's sentiment calculation in the Amazon Comprehend Developer Guide.