Real-Time Customer Sentiment Insights with OCI Language

Introduction

Businesses aim to delight their customers, yet problems can arise. By identifying negative customer sentiment as it occurs, businesses can address issues, prioritize support, and improve overall customer satisfaction.

In this solution, Oracle Cloud Infrastructure (OCI) Generative AI and OCI Language are used to analyze customer interactions as they occur in support tickets and emails in an IT service management (ITSM) application. Using advanced natural language processing (NLP) and machine learning, the solution detects sentiment, emotion, and intent, providing early detection of customer dissatisfaction. Sentiment data is then fed to a reporting dashboard, complete with automated alerts that notify the service provider of an issue.

Thanks to Oracle partner DSP for sharing this award-winning solution that delivers on business impact.

Demo

Additional resources

• DSP blog post: Improving Customer Service with AI-Powered Sentiment Analysis
• What Is Generative AI (GenAI)? How Does It Work?
• Sentiment Analysis—documentation
• OCI Language—documentation