Part 6: Sentiment analysis with the AI Builder in Customer Insights

Dynamics 365 Customer Insights – Journeys & Data

The article discusses the concept of sentiment analysis in marketing automation using the AI Builder in Customer Insights Journeys.
The author highlights the importance of being able to determine customer sentiment early on to personalize follow-up actions and journeys.
The process involves creating a marketing lead form with specific lead fields and a text field for customer messages.
A PowerAutomate flow is then set up to analyze the text field using the AI Builder and store the sentiment result in the lead record.
The author emphasizes the need for a waiting time in the flow to ensure the form submission process is completed before updating the lead record.
The AI Builder provides a predefined sentiment analysis model that can identify positive, negative, or neutral sentiments in text data.
The flow includes a condition to update the sentiment field on the lead record only if the confidence score from the analysis is above a certain threshold.
The article concludes by highlighting the versatility of sentiment analysis in various applications beyond the author's specific use case, such as social media, customer ratings, and surveys.

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