What is AI sentiment scoring, and how does Enso Connect use it?
AI sentiment scoring is a feature that uses our AI models to analyze guest conversations based on tone, wording, and context. With Enso Connect, we use this technology to determine whether a guest is satisfied or unsatisfied.
Can you give an example of how the sentiment analyzer works?
Yes. If a guest says something like, “Hi yes, we just arrived, no internet connection, we can't find where to go, help please,” the system would mark them as unsatisfied. On the other hand, if a guest expresses interest in booking directly next time, they’d be marked as highly satisfied.
How can I use guest sentiment data in the platform?
You can filter conversations by sentiment level—seeing which guests were happy or frustrated—and even manually adjust sentiment scores if an issue was resolved but the AI hasn’t updated the score yet.
What’s the practical use of this sentiment data?
It’s especially useful for automating review requests. In your guest journey, you can set up a condition so that review reminders are only sent to guests with a sentiment rating above neutral. This helps avoid prompting unhappy guests and focuses on encouraging reviews from satisfied ones.
What channels can I use to send review reminders?
You can send reminders through SMS, email, WhatsApp, or any channel you prefer—right after check-out, based on the sentiment score.
Any tips for maximizing the value of this feature?
Definitely! When asking for reviews, include a prompt to leave one on Google. This helps boost your brand presence, supports owner acquisition, and increases the chances of direct bookings.