Sentiment analysis is performed on the customer's side of an interaction to determine whether the overall sentiment is positive, neutral, or negative.

The sentiment score ranges from -1 to +1:

Sentiment is determined using a standard Natural Language Processing (NLP) approach. The system utilizes a dictionary of word weights that range from negative to neutral to positive.

Each word in the text is assigned a sentiment score, which is then aggregated and divided by the total number of words. This ensures a standardized and consistent comparison across interactions.