Dialogflow CX - Transition to page using sentiment analysis score

Question

Does anyone know if it's possible to transition to a different page solely off of a sentiment analysis score ( $request.sentiment.score ) of the end-user's response?

I basically want the agent to ask the end-user a question and then have the agent route the user to a page strictly using the sentiment analysis score of the user's response and nothing more

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What I tried so far:

Through the Dialogflow-CX simulator, I am trying to transition to a different page using the conditional statement $request.sentiment.score <= 0 in the route, however the agent does not transition to the next page and cannot match my input to the strictly conditional route (it just jumps to the sys.no-match-default event handler)

Here is a screenshot of the route I have set up:

As you can see, the route has no intents other than a conditional trigger that has $request.sentiment.score <= 0 as the parameter.

I simply want the agent to direct the end-user to the next page whenever it detects a message with a negative sentiment score. The next screenshot shows that the agent detects that the sentiment score is negative, however the agent does not transition to the next page.

Does anyone know what I seem to be doing wrong?

Answer 1

In your project, it seems you have not selected intent that's why unable to go to the next page.You can follow the below steps in Dialogflow CX Console for your requirement:

1 If you need to go to the bad_service page, then we need to give some negative words as you can see in the image below.

2 In this, if $request.sentiment.score is less than zero then only the condition will satisfy. For example, if we give some negative words like bad service then $request.sentiment.score score is less than zero then will go to bad_service page.

3 Now select the page.

Example of working:

1 Positive Query Score:

Here the Query Score is 0.8 greater than zero,so the condition is not satisfied.

2 Negative Query Score:

Here the Query Score is -0.9 so we reached the bad_services page.

Answer 2

It is not possible to transition to a different page using Google DialogFlow's built-in sentiment analysis functionality. The closest you can get to is using pre-trained statements