- Overview
- Getting started
- Marketplace Vendors
- Marketplace Customers
- Publishing Guidelines
- Publishing Guidelines for Ready-to-go Automations
- Publishing Guidelines for Solution Accelerators
- Publishing Guidelines for Integration Service Connectors
- Publishing Guidelines for Process Mining app templates
- Solution accelerators benefits
- Security & IP Protection
- Installation guides
- Other UiPath Listings
- Node-RED
- Analyze general tone
- Personality insights
- Analyze customer engagement
- Setup
- Teams
- Microsoft Teams scope
- Create team
- Create team from group
- Get team
- Get teams
- Channels
- Create channel
- Delete channel
- Get channel
- Get channels
- Update channel
- Chats
- Get chat
- Get chats
- Get chat members
- Messages
- Get message
- Get messages
- Get message replies
- Reply to message
- Send message
- Events
- Create event
- Delete event
- Get event
- Get events
- Users
- Get user presence
- How it works
- Technical references
- Get started
- About
- Setup
- Technical references
- Azure Form Recognizer scope
- Activities
- Analyze form
- Analyze form async
- Get analyze form result
- Analyze receipt
- Analyze receipt async
- Get analyze receipt result
- Analyze layout
- Analyze layout async
- Get analyze layout result
- Train model
- Get models
- Get model keys
- Get model info
- Delete model
- Connectors
- How to create activities
- Build Your Integration
Analyze customer engagement
Tone analysis activity for customer service and support conversations, identifying up to seven emotional tones.
Analyzes customer service and support conversations such as transcripts of a conversation between a call center agent and a customer. There are 7 tones that can be identified:
Sad, Frustrated, Satisfied, Excited, Polite, Impolite, Sympathetic
Each conversation analyzed may contain at most 50 utterances.
Each utterance may contain at most 500 characters.
Properties
Common
- DisplayName - The display name of the activity.
Credentials
- APIKey - The API key generated for your Tone Analyzer instance on IBM Cloud.
- URL - The URL generated for your Tone Analyzer instance on IBM Cloud.
Input
-
ConversationJSON - The conversation to analyze as a stringified JSON object having the following format:
{ "utterances": [ { "text": "Hi, I can't get your software to work.", "user": "customer" }, { "text": "OK, what seems to be the problem?", "user": "agent" }, ... ] }{ "utterances": [ { "text": "Hi, I can't get your software to work.", "user": "customer" }, { "text": "OK, what seems to be the problem?", "user": "agent" }, ... ] } -
ConversationTable - The conversation to analyze as a DataTable with columns Speaker & Utterance. The Speaker column may contain only Agent & Customer. For example:
Speaker Utterance Customer "Hi, I can't get your software to work." Agent "OK, what seems to be the problem ... ... Important:Note that ConversationJSON and ConversationTable represent the same input but in different formats. The two are mutually exclusive.
Misc
- InLanguage - The language of the inputted text.
- OutLanguage - The language in which the outputted tones are written.
- Private - If selected, the values of variables and arguments are no longer logged at Verbose level.
Output
- Utterance Tones - An
Array<SentenceTone>variable holding analyses of each individual utterance in the submitted conversation.SentenceTonevariables contain:- SentenceNumber - The index (starting at 0) at which the described utterance appears in the conversation.
- Text - The isolated text of the utterance.
- ToneName - The name of the tone found in this utterance.
- Confidence - A value between 0 and 1 indicating the Tone Analyzer's confidence that the tone selected accurately describes the utterance.