The AI engine section contains two reports, Sentiment analysis and AI Filtering (if this feature is configured). The Sentiment analysis report uses the artificial intelligence (AI) engine to analyze message sentiment and record a count of positive, negative, or neutral messages as they arrive in the system.
For example, a message that says ‘Your product is easy to configure, and has helped improve contact center productivity’ may be evaluated and count as a positive message, while a message that says ‘I’m having trouble configuring your product, because of many problems’ may count as a negative message. Finally, a message that simply asks about a product or feature may count as a neutral message.
The AI Filtering report shows the results of AI filtering operations by the AI engine.
You’ll find these reports by navigating to Analytics > AI engine.