Understanding AI-Detected Emotions and Tips on How to Act on Them

Introduction

FeedbackRobot’s AI categorizes survey responses as positive, neutral, or negative, and provides concise AI summaries to help you prioritize what to address first. In this article, we’ll show you where to find these sentiment tags in your Dashboard and Resolutions view, how to filter and drill into them, and best practices for acting on what you discover.

Step 1: Identify Positive, Neutral and Negative Markers

Within the sentiment chart, you’ll see three colored lines:

Positive (green)
Neutral (gray)
Negative (red)

Example showing counts of positive, neutral, and negative feedback — Sentiment examlpe

Step 2: Prioritize and Take Action

Use these best practices to act on each sentiment category

Negative Feedback
- Reach out within 24 hours, assign to AI chatbot or send a personalized apology.
- Use the AI summary to highlight key pain points and share with Product or Engineering for fixes.
- Mark the response Resolved once follow-up is complete and note your action in the Activity Timeline.
Neutral Feedback
- Think about suggestions, often, these feedbacks contain actionable ideas.
- Send a brief thank-you note and ask a follow-up question to clarify any unclear points, or assign that to our AI chatbot and the bot will handle it professionally
Positive Feedback
- Share uplifting comments with Marketing or on social channels (with customer permission).
- Identify recurring praise points to reinforce in your product roadmap or training materials.

Tips for Maximizing Sentiment Analysis

Refine Your Surveys - Keep questions focused and conversational to elicit clearer sentiments.
Use Follow-Up Prompts - Add an open-ended question after a negative rating “What can we improve?” to gather detailed feedback.
Review Regularly - Schedule a weekly review of new negative and neutral responses to prevent small issues from escalating.

Conclusion

By mastering sentiment tags in FeedbackRobot, you can quickly understand the emotional tone of the customer, respond with empathy, and celebrate positive customer experiences. Start exploring your sentiment timeline today, and use these tips to turn raw feedback into actionable improvements and delighted customers.