OpenAI Ticket Sentiment Analysis Bot for ConnectWise Manage - editing

The MSPbots OpenAI Ticket Sentiment Analysis Bot is designed to analyze the sentiment or overall tone of a ticket summary. This analysis is particularly useful when your MSP receives multiple tickets from customers in a day. By returning negative sentiments and sending alerts directly or via messages in chat channels, 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?

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 is generated through the OpenAI integration using specific prompts and returns if a ticket's summary is categorized as any of the following:

Slightly Negative
Negative
Very Negative

Required applications and permissions

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

How to use the OpenAI Sentiment Analysis Bot

Before using the OpenAI Sentiment Analysis Bot

Set your billing limit.
Set up and complete the API setup for the OpenAI Integration with MSPbots.

Accessing the OpenAI Sentiment Analysis Bot

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

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

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.

Viewing the bot blocks and settings

To see the bot design:

Go to the My Bots tab and click the OpenAI Ticket Sentiment Bot to open it.
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.

What are the bot settings and filters?

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:

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.

7. The OpenAI bot block contains the settings and prompt for OpenAI to return sentiment on the ticket summary and the settings below allows the AI model to be fine-tuned.

Setting	Default	Description
Temperature	0.2	The Temperature setting is common to All ChatGPT functions, and is used to fine tune the sampling temperature by a number between 0 and 1. Use 1 for creative applications and 0 for well defined answers. Example: if you would like to return factual or straight forward answers such as a country's capital, then use 0. For tasks that are not as straight forward such as generating text or content, a higher temperature is required to enable the capture of idiomatic expressions and text nuances.
Max Length	120	Represents the maximum number of tokens used to generate prompt results. Tokens can be thought of as pieces of words that the model uses to classify text. Example: 1 token ~= 4 characters 1 token ~= 3/4 words 100 tokens ~= 75 words Check this link for more information.
Top P	0.2	Top_p sampling also known as nucleus sampling is an alternative to temperature (sampling). Instead of considering all possible tokens, GPT-3 considers only a subset, or a nucleus whose cumulative probability mass adds up to a threshold, the top_p. Example: If the Top P is set to 0.2, GPt-3 will only consider the tokens that make up the top 20% of the probability mass for the next token, allowing for dynamic vocabulary selection based on context.
Frequency Penalty	0	Mostly applicable to text generation, this setting tells the model to limit repeating tokens. Like a friendly reminder to not overuse certain words or phrases. Since this is mostly not applicable to sentiment analysis, it is set to 0.
Presence Penalty	0	This parameter tells the model to include a wider variety of tokens in generated text, and like the frequency penalty is applicable to text generation as compared to sentiment.

View of the OpenAI bot block.

8. Once the additional filters and settings have been applied, the bot may now be activated. Click on this link for information on how to verify if the bot is activated.

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

Pricing for MSPbots OpenAI Sentiment Analysis Bot

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.

GPT 3.5 Turbo

Model

Input

Output

4K Context

$0.0015 per 1,000 tokens

$0.002 per 1,000 tokens

16K Context

$0.003 per 1,000 tokens

$0.004 per 1,00 tokens

Link to OpenAI ChatGPT pricing.

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