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IntroductionAnalyzing The MSPbots OpenAI Ticket Sentiment Analysis Bot is designed to analyze the sentiment or overall tone of a ticket summary allows for the added layer of priority, especially if an MSP has . This analysis is particularly useful when your MSP receives multiple tickets from customers in a day. By returning negative sentiments and alerting techs sending alerts directly or via messages in chat channels persons can be aware that a ticket has come in with a negative sentiment so they can choose to prioritize and work on the ticket immediately., the bot helps service managers and technicians to be aware of any negative sentiment in a ticket. They can then prioritize and work on such tickets immediately, ensuring prompt and efficient resolution.

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What are the benefits of using OpenAI Ticket Sentiment Analysis? 

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Sentiment analysis is valuable in gauging customer satisfaction, improving service delivery, and maintaining a positive brand image. Using the OpenAI Ticket Sentiment Analysis Bot is beneficial in the following areas and more: 

• Proactive identification and resolution of issues before they escalate
• Service improvement opportunities from recurring issues or pain points
• Programs for refining customer retention and loyalty programs
• Customer satisfaction measurement and monitoring 

The sentiment from the MSPbots OpenAI Sentiment Analysis Bot Sentiment is generated through the OpenAI integration using specific prompts and returns if a ticket's summary is 1. Slightly Negative; 2. Negative; and 3. Very Negative.

To Start Using OpenAI Sentiment Bot

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categorized as any of the following: 

• Slightly Negative
• Negative 
• Very Negative

Required applications and permissions 

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Ensure that you have the following before you start using this bot:

• Admin role for setting up bots
• ConnectWise Integration
• OpenAI integration
• Working bots

How to use the OpenAI Sentiment Analysis Bot 

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Before using the OpenAI Sentiment Analysis Bot  

1. Set your billing limit.
2. Set up and complete the API setup for the OpenAI Integration with MSPbots. 
   
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Accessing the OpenAI Sentiment Analysis Bot

Once the OpenAI integration is completed and verified, open the bot with the following steps:

1. Navigate navigate to the Bots section in the MSPbots app.
2. In the Bots screen, go to the Template Bots tab and search for OpenAI Ticket Sentiment Bot for ConnectWise Manage.

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If you want to view the bot and its details only, click No, view only on the Tips pop-up window. 

If you want to clone it and create your own copy of it, click Yes on the Tips pop-up window. 

Cloning the OpenAI Sentiment Analysis Bot template 

After accessing the bot, click the ellipsis icon and click Clone to automatically add the cloned copy of the bot to the My Bots tab. For more information on cloning a template bot, refer to How to Clone a Bot Template.

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Viewing the bot blocks and settings 

To see the bot design:  

1. Go to the My Bots tab and click the OpenAI Ticket Sentiment Bot to open it.
2. Once the OpenAI Ticket Sentiment Bot is open, click Design to view the bot blocks containing the bot configurations similar to the example shown below. 
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What are the bot settings and filters? 

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You can customize filters for Specific Ticket Types, Boards, or Status, and others on the Data Filter (2nd) bot block,

The default filters for tickets that would qualify to be analyzed for sentiment are as follows:     6. 

    

       Other possible filters include: UID, Company Name, Owner, Minutes in Progress, Priority, or Ticket Type and Sub Types. You can add and remove custom filters using  the and buttons.

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         9. To modify or set new alert and/or escalation messages please navigate to: Define the bot alert script here.

Additional Information

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Pricing for MSPbots OpenAI Sentiment Analysis Bot 

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1. OpenAI ChatGPT 3.5 Turbo's pricing is on a per 1,000 token basis. You may need to confirm the context through your OpenAI billing.

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