Incident Sentiment Analysis

Overview

This skill analyzes the sentiment of incident-related communications -- work notes, additional comments, email correspondence, and activity log entries -- to detect negative trends, predict escalation risk, and track customer satisfaction throughout the incident lifecycle.

• Extract and analyze text from work notes, comments, and email communications
• Classify sentiment as positive, neutral, negative, or critical
• Calculate escalation risk scores based on sentiment trajectory and language signals
• Identify frustrated customers before they formally escalate
• Track sentiment trends across incident lifecycle stages
• Generate sentiment-aware prioritization recommendations

When to use: When monitoring active incidents for escalation risk, analyzing customer satisfaction patterns, or building proactive intervention workflows for at-risk tickets.

Prerequisites