Use Case 1: Analyze Sentiment at Service Request and Activities Level

In this scenario, Generative AI Service extracts the individual aspects in the inbound communication (e-mail, call) received by a call center agent and classifies each of the aspects into one of the polarity classes - positive, negative, and neutral. You can perform Sentiment Analysis at Service Request level and Activities level. However, Sentiment at Activities level takes precedence over Service Request level during analysis.