How You Evaluate SmartSense Ratings

While SmartSense is an effective tool for assessing a customer’s general attitude, it may not always provide a completely accurate rating.

As a single rating, the SmartSense rating may be an oversimplification. If a word has several meanings, the SmartSense rating may not be exactly precise for one or more of the meanings. If a word is not in the SmartSense list, it will not be considered, and sentences containing complex negation or qualification could be misinterpreted by SmartSense. If a customer writes both positive and negative remarks in an incident (for example, is pleased with the product but expresses anger or frustration about a support issue), the emotive rating may result in a neutral value, since the extreme words will balance each other. Despite these potential difficulties, SmartSense gives a useful overall estimate of emotional levels and can help you provide superior service to your customers.

While the SmartSense word list is proprietary and cannot be viewed, your administrator can specify word ratings that extend or override those used by SmartSense. This allows custom values for words that have specific meanings for a particular organization or industry.

Your administrator can also disable SmartSense. If disabled, SmartSense evaluations are not performed on incidents, survey results, and cloud search results, and emotive rating options are not available when choosing conditions for business rules.