Sentiment Analysis

Sentiment Analysis is a feature that analyzes messages during a conversation between a human agent and an end-user to determine emotional intent. You can enable it during conversation profile creation or editing. If you are editing an existing conversation profile, you will only see the effects in conversations after the conversation profile updates. You also have the option to enable Sentiment Analysis when you create a conversation profile using the Agent Assist console.

  1. Set enableSentimentAnalysis to true in MessageAnalysisConfig.
  2. Send a createConversation request using a ConversationProfile with this feature enabled.
  3. Sentiment results are returned in AnalyzeContentResponse.message.sentimentAnalysis.
  4. If you have enabled Cloud Pub/Sub integration in Agent Assist, sentiment result will also appear in the NewMessagePayload.