Sentiment Score and Framework
This article provides an overview of the Staircase AI sentiment scoring framework, explaining how individual customer communications are analyzed for sentiment, labeled accordingly, and aggregated into both an account-level sentiment score and the broader AI-driven health score to help detect early signs of friction or potential churn.
Overview of the Staircase AI Sentiment score and sentiment labelling framework. Sentiment labels are assigned to all inbound customer communications and are rolled up into an overall account sentiment score which is then rolled into the overall account AI health score indicator. Quickly identify negative sentiment or customer friction issues before they snowball into bigger problems or churn.