Overview
In Element451, SMS and Messenger (live chat) conversations include BoltA-powered sentiment analysis to help you better understand how students feel during conversations. This article provides an overview of how it works and how to use these insights.
What is Sentiment Analysis?
Sentiment analysis uses artificial intelligence to evaluate the emotion and tone behind messages. It classifies each message as positive, neutral, or negative using smiley face iconography:
Positive: The message expresses happiness, excitement, satisfaction, etc.
Neutral: The message is objective or unemotional
Negative: The message expresses sadness, frustration, anger, etc.
Note: Sentiment analysis is enabled by default for conversations and cannot be disabled. This ensures consistent insight into the tone and intent of messages without additional setup.
How can Sentiment Analysis be Useful?
Seeing the sentiment analysis on your conversations provides an at-a-glance indicator of how students feel about the overall engagement. If you notice a lot of negative sentiment, that may signal a need to adapt your approach.
The data can help you identify trends in when and why students have positive or negative reactions. You can use these insights to modify how you interact with students to improve their experience.
Viewing Sentiment Analysis
When enabled, each message in the SMS and Messenger channels will display a smiley face icon, indicating the sentiment analysis for that message.
Positive: The message expresses happiness, excitement, satisfaction, etc.
Neutral: The message is objective or unemotional
Negative: The message expresses sadness, frustration, anger, etc.
