Emotion (Discover)
Suite
Customer Experience
Product
Qualtrics
What's on this page
About Emotion Data
CB Emotion identifies the specific emotions that appear in feedback and customer interactions. CB Emotion also identifies which sentences are emotional, and can tag more than 1 emotion to each sentence.
Using Emotion Data
You can use CB Emotion across Discover, in categorization, filtering, and to build informative dashboards.
When paired with text analytics, emotional analysis can be beneficial in many ways:
- Determine how customers feel about a particular product or service.
- Monitor reactions to a launch or announcement.
- Understand customer experiences and motivations deeper when combined with sentiment and emotional intensity.
- Design empathetic solutions to customers’ issues.
Attention: If your organization doesn’t allow machine learning, you should not use this feature. Instead, use our pre-made Emotions category models.
Emotion Attribute in Designer
- Name: CB Emotion
- System Name: cb_emotion
- Type: Text (multivalue)
- Scale: None
- Granularity: Sentence
- Feedback Type: All
- Supported Languages: Talk to your Discover Account Representative.
FAQs
How does CB Emotion handle ambiguous emotions?
How does CB Emotion handle ambiguous emotions?
A lot of rich and actionable insights lie in ambiguous emotions. Some emotions, such as surprise, anticipation, and shock, have no inherent positivity or negativity without context. In these cases, we recommend looking at emotional intensity. This enrichment can give you context about how much these more ambiguous feelings impacted customer experience.
How does CB Emotion compare to emotion categorization models?
How does CB Emotion compare to emotion categorization models?
CB Emotion relies on a machine learning approach to detect and identify emotions in feedback and interaction data. The emotion category models use a pre-made list of keywords and phrases. CB Emotion often captures more sentences than the category model does, since it’s able to pick up on more nuance.
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