Using Topics and Sentiment in EQL
Analyze topics and sentiment in customer journeys using the Engagement Query Language (EQL).
After the topic hierarchy and topic and sentiment data have been imported, you can analyze customer journeys using the Engagement Query Language (EQL).
Create a new query using the Interaction Context Entity topic option. Topic contains all the topic and sentiment data imported from MEC.
Topic queries can be coupled with sentiment queries. Sentiment is a static list of options including Strongly Negative, Negative, Neutral, Positive, and Strongly Positive. Sentiment can be a list so you can query multiple at a time.
For example, the query discover journeys from interaction(topic="Mortgage"and sentiment in(strongly negative, negative)) would display all journeys for customers who talked about Mortgages with a Strongly Negative or Negative sentiment.
Learn more
