Sentiments in SAP Customer Engagement Center Idea

[LarsVlyminckx]

Hi

I have an idea to add sentiments in SAP Customer Engagement Center (or any other fallback channel).

For example: If a person talks to a chatbot but the bot doesn't know the answer, he will redirect it to SAP Customer Engagement Center. Then a "real" person will answer the question but maybe it is a good idea to give some info about the customer: "How is the customer/person feeling?" like this picture with titles like: sad, happy and angry.

Then you can see how the person is feeling and mayby you can convince him or just make him more happy 😄.

I hope you understand my idea.