The Negative Email Alert process creates an automatic alert for any inbound client email that is highly likely to have negative sentiment. The FYI sentiment detector checks the text in all emails and when relevant, the process creates a task which is assigned to the relative client's manager to review the email.
This process uses Artificial Intelligence where it performs a sentiment analysis over the content of the email text. When it detects that it is negative, the automation is executed for that document.
FYI uses a tool which first looks for what it considers as the main phrase in the text. The sentiment analysis then returns the overall sentiment of the text and performs a score of four levels: Positive, Negative, Neutral, or Mixed. It then looks at the scores for these four levels to work out the overall sentiment.
Notes: This technology is still cutting edge. There may be examples where the negative sentiment will be triggered where it is not applicable for the accounting profession. For example, where the tax authority sends a standard email laying out tax obligations with clauses of what happens if you do not pay. Although this is included as standard text in the email, it may trigger a negative email alert.
FYI is working through these examples and will continue to fine tune when the negative email is triggered.
When checking for negative sentiment, this looks at the first 5000 characters of the email.
When using this function, please let FYI know if you think it has been triggered for the wrong reasons.
Editing the Negative Email Alert
- From FYI, click the Automation menu option.
- Go to the Processes tab.
- In Negative Email Alert, click the cog icon to edit this process.
The Negative Email Alert is set up with the following:
Trigger - is "New Document"
Filter - is set as following:
Sentiment is "NEGATIVE"
Document Type is "Email"
Delivery Status is "Received"
It holds one Alter Document Step
The only settings for the step are to Create a Task, which is assigned to the relative client's manager.
When the email arrives, a task is created automatically for it.
Note: If you need to reset the process, for example if the step was delete, click Reset. This will restore the process back to the default configurations.