AI assistance, translation and sentiment reports
Review AI assistance use, translated messages, customer sentiment and censored visitor messages.
What it is
These reports show how operators use AI help and translation, and how customers' recorded sentiment is distributed. Censored Messages provides a separate review of visitor messages affected by censorship. Assistance usage, sentiment and censorship measure different parts of a conversation.
Who uses it and why
- Supervisors check whether suggestions are being used and investigate sentiment patterns.
- Administrators review language demand and check that the underlying AI, sentiment and censorship services are producing activity.
Where to find it
Open Reports › General and choose AI Assisted Summary, AI Translation Report, Sentiment Score or Censored Messages. You need the Reports role.
How it works
- Choose the report, website and date range.
- Set the filters offered by that report and select Apply Filters.
- Read the counts using the units shown below. Open linked conversation results where available to investigate the underlying activity.
| Report | What the results mean |
|---|---|
| AI Assisted Summary | Daily assisted-conversation counts and suggestion activity, including Suggestions Provided, Suggestions Used, Suggestions Edited, Suggestions Ignored, Resuggestions and Minimized. It also counts Fix, Re-Phrase and Ask AI use. |
| AI Translation Report | Translated message counts by From Language and To Language. Grouping by operator also shows Operator and Message Source, distinguishing operator and customer messages. |
| Sentiment Score | Counts and percentages for positive, neutral and negative customer sentiment. The selected sentiment type determines which assessment is used. |
| Censored Messages | Conversation time and identifier, platform, visitor message, language and visitor context, including IP address. |
Positive sentiment is above zero, neutral is zero and negative is below zero. Sentiment Score uses ended conversations with a recorded score for the selected sentiment type. Its date range uses the conversation's end time, and its percentages use that scored population.
Configure it
Use the report filters to choose the population. Assistance reports offer operator, team, channel, platform, tag and location choices where supported. The translation report offers operator grouping; the sentiment report lets you choose the sentiment type.
Configure operator AI features through Settings › AI › Features with the Settings or Developer role. Powerfront can change sentiment and censorship settings for you at Settings › General Settings › Sentiment and Settings › General Settings › Censorship.
Permissions
| Permission | Lets you |
|---|---|
| Reports | Open the assistance, translation, sentiment and censored-message reports. |
Limits and good to know
- An assisted conversation requires at least one suggestion provided to an operator. A suggestion being provided does not mean the operator used it.
- Suggestions and assistance actions can occur several times in one conversation. Their counts are not unique conversation counts.
- Translation counts messages. It does not establish that AI handled or resolved the conversation autonomously.
- A missing sentiment score is excluded from Sentiment Score, rather than counted as neutral.
- Initial, ending and overall sentiment assess different parts of the conversation. Keep the same type when comparing periods.
- Censored-message results can include visitor text and identifying information. Share them only with the intended reviewers.
Depends on and works with
+1 more · this feature uses
- Conversation detail and abandonment reportsRelated
Conversation detail helps investigate the conversations behind assistance, translation and sentiment results.
View all connections as a list
This feature uses
- Roles and permissionsConfigured by
Reporting access is controlled by roles.
- Copilot reply suggestionsEnhances
Response suggestions supply provided, used, edited and ignored assistance activity.
- Fix and Re-Phrase for operator draftsEnhances
Fix and rephrase actions contribute assistance usage counts.
- Ask AI beside a visitor conversationEnhances
Ask AI activity contributes assistance usage counts.
- Chat Translate and language detectionEnhances
Translation activity supplies the language and message counts.
- Censorship and abuse warningsEnhances
Censorship supplies the visitor messages available for review.
- Sentiment and emotionEnhances
Sentiment processing supplies initial, ending and overall sentiment.
- Report selection and filtersRequires
These reports use the reporting workspace.
- Conversation detail and abandonment reportsRelated
Conversation detail helps investigate the conversations behind assistance, translation and sentiment results.
Used by
- Censorship and abuse warningsRelated
Censorship reports let supervisors review matched messages and blocking evidence.
- Sentiment and emotionRelated
Sentiment reports help supervisors review the estimates recorded for conversations.
- AI assistance activityRelated
AI assistance reports show operator activity and suggestion-adoption counts.
FAQ and troubleshooting
Why are there more suggestions than assisted conversations?
One conversation can receive several suggestions. The columns measure different units.
Why does the translation report show both operator and customer messages?
When grouped by operator, Message Source separates translations of the two sides of the conversation.
Why are fewer conversations included in Sentiment Score?
It includes ended conversations with a recorded score of the selected type. Missing scores are excluded, and the period uses end time.
Does positive sentiment mean a positive customer survey?
No. Sentiment assesses customer language. Survey satisfaction is based on the customer's recorded answers.