Sentiment Analysis

Overview

Sentiment analysis uses WorkVie AI to classify free-text form responses. It's most valuable after Deployments or high-volume services where reading every comment manually isn't realistic. VPN attestations, hardware rollouts, or any form with a "tell us more" field.

Run analysis

1. 1

   Open Sentiment Analysis

   In ITSM, go to Analysis → Sentiment. Pick the service form or deployment you want to evaluate.

2. 2

   Select the data source

   Choose a form tied to a service, e.g. External Monitor Request, or filter to a specific deployment cohort.

3. 3

   Run WorkVie AI scoring

   WorkVerge classifies each text response as positive, neutral, or negative based on language tone.

4. 4

   Review aggregates and outliers

   Scan charts for overall sentiment, then drill into individual answers that drove negative spikes.

5. 5

   Share or export insights

   Export results for service owners or leadership, or fix the underlying process if the same complaint repeats.

Interpreting scores

• Positive. Satisfied or appreciative language ("fast turnaround," "exactly what I needed")
• Neutral. Factual or mixed tone ("27-inch monitor received Jun 5")
• Negative. Frustration, blockers, or dissatisfaction ("third follow-up, still no VPN credentials")

Scores reflect language tone, not ticket SLA status, a "negative" comment might still pair with a ticket marked Resolved. Use sentiment to improve the experience; use ITSM Dashboard for operational SLAs.

Example readings