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If half of a company's emails are order confirmations, a sentiment tool can read a good relationship as a cold one.
It came up for a client a year and a half ago. The emails were transactional, "no feeling, no personality," and that was getting applied to the sentiment analysis. The read came back as "this is not a great relationship, it's pretty transactional."
Meanwhile, "those humans might love us."
When those kinds of emails come into the system, "you might need to take a beat and say, okay, if it's an order confirmation… it should not impact sentiment analysis at all."
Before you trust a sentiment read on an account, check what kind of emails are feeding it.
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