SentiView Email Analytics

What it does

SentiView is a comprehensive application designed to analyze customer feedback for companies using various data sources:
Customer care emails
Customer call recordings
Company social media pages
The application was developed by four distinct teams. This submission focuses on the SentiView Email Analytics module, which was solely developed by our team.
*SentiView Email Analytics*
SentiView Email Analytics allows companies to integrate their email accounts into the system, which processes new emails every ten minutes. Each batch of new emails undergoes the following pipeline:
Privacy Protection: Masks email bodies to protect client privacy.
Data Formatting: Removes unnecessary metadata from email bodies.
Sentiment Analysis: Performs sentiment analysis on customer emails.
*Gemini Operations*
The system leverages Gemini to perform detailed analyses, including:
Assessing the criticality of customer emails
Identifying mentioned products
Detecting customer suggestions
Recognizing new issues or inquiries
Categorizing the type of issue or inquiry
Summarizing issues or inquiries in two to three sentences
Summarizing responses in issue or inquiry threads
Determining resolution status of issues or inquiries
Evaluating the effectiveness of company resolutions
Maintaining a one-paragraph summary for each thread
Thereafter, the system provides real-time analytics and notifications for various triggers, such as:
Sentiment shifts
Overdue issues
Critical emails