AI Sentiment Analysis and Interaction Summary

Overview

Sharpen's AI features provide automated sentiment analysis and interaction summaries for voice calls, chats, and SMS interactions. As agents complete interactions, AI-generated summaries and sentiment scores are produced in real time and appended to the agent's notes. Sentiment and summary data are available for review on the Contact Card in Insights and can be included in Queue Activity reports.

Summary behavior can be customized on a per-queue basis by contacting Sharpen Care; this is particularly useful for industry-specific terminology, product ID or SKU capture, and suggested Q Classifications.

Prerequisites

Before enabling AI Sentiment and Summary features, confirm the following:

• The Usable AI Bundle has been enabled by your Client Success Manager.

• Call Recording is set to Always for queues using AI features, or agents have been trained to use Start/Stop Recording.

• Transcription is enabled for all queues where AI features will be used.

Enabling AI Sentiment and Summary

1. Navigate to Admin > Configuration > Sharpen Q and select the queue you want to configure.

2. Scroll down to the AI Settings section.

3. Enable the Enhanced Summary & Sentiment toggle.

4. Enable the Fast Summary toggle.

With both toggles enabled, AI summaries and sentiment scores will generate automatically as interactions are completed and will be appended to the agent's existing notes.

Sentiment Score Ranges

Sentiment scores are calculated on a scale from -1 to +1 and categorized as follows:

Reporting Fields (Insights — Queue Activity)

The following fields are available in the Queue Activity data source, including the default Interaction Summary report:

• AI Summary

  • The AI-generated summary of the interaction.

• Sentiment Label

  • The overall average sentiment expressed as a word: Positive, Neutral, or Negative.

• Sentiment Score

  • The overall average sentiment expressed as a numeric value.

• Overall Sentiment Outcome

  • The outcome of the interaction is based on analysis of the latter segments of the call.

• Positive Sentiment %

  • The percentage of the interaction classified as positive.

• Neutral Sentiment %

  • The percentage of the interaction classified as neutral.

• Negative Sentiment %

  • The percentage of the interaction classified as negative.

• Min. Sentiment Score

  • The lowest sentiment value recorded during the interaction.

• Max. Sentiment Score

  • The highest sentiment value recorded during the interaction.

Contact Card Updates (Insights)

The Contact Card in Insights includes the following sentiment features:

• Timeline-Based Sentiment Graph

  • Visualizes sentiment changes across the full call timeline.

• Segment-Level Analysis

  • Displays sentiment scores for each distinct segment of the conversation.

• Linked Views

  • Clicking any element — the Sentiment Graph, Audio Waveform, Transcript, or Desktop Recording — automatically syncs all other views to that moment in the call, making it easy to track context and sentiment together.

Restrictions

The following limitations apply to AI Sentiment and Summary features:

• Interactions must take place in English.

• Sentiment and Summary analysis applies to two-party conversations only.

• Intermediate segments, such as conference transfers, are excluded from transcription, recording, and analysis.

• Multi-channel interactions are not supported.

Related Articles

• Call Recording

• Logic+ Customer 360 Panel

• Logic+ AI Agent Panel