AI-Powered Insights
      Back to home
      1. Jurny University
      2. Guest Messaging & Communication
      3. AI-Powered Insights

      Understanding the Sentiment Map

      Learn how the AI-powered Sentiment Map helps you track guest emotions, urgency levels, and conversation context—all in one glance.

      Quick Navigation Index

      💡 What Is the Sentiment Map?

      The Sentiment Map is an AI-powered feature (driven by Nia) that analyzes guest conversations and provides:

      • A preview of how the guest is feeling

      • A color-coded urgency tag

      • A short description of the situation

      It gives your team a quick read on the emotional tone of the interaction, helping everyone stay informed and aligned.

      ⚙️ How It Works

      • Nia reads the tone, keywords, and context from ongoing guest conversations.

      • It updates automatically and continuously as the reservation progresses.

      • The system assigns an urgency level and generates a summary to help your team understand the guest’s state of mind.

      Note: This summary is dynamic and will update as new messages or actions occur in the reservation.

      🔴 Urgency Levels Explained

      The Sentiment Map uses three urgency levels, each with a clear color and meaning:

      Color Urgency Level Meaning
      🔴 Red High Urgency

      Indicates a tense or unresolved issue.
      Immediate attention may be required.
      🟡 Yellow Medium Urgency The issue was addressed, but still needs monitoring.
      🟢 Green Low Urgency No significant concern. Guest is calm or satisfied.

       

      🧠 Examples of Sentiment Tags

      Here are real examples of how the sentiment map appears:

      🔴 High Urgency 

      🟡 Medium Urgency

      🟣 Medium-Low Urgency

      Note: The wording of each sentiment tag is auto-generated, so it may vary slightly depending on the topic of the conversation.

      👥 Why the Sentiment Map Matters

      This tool is especially helpful for teams and operations managers because it:

      • Keeps everyone aligned on guest satisfaction and emotional tone

      • Flags situations needing immediate follow-up

      • Helps prioritize communication based on urgency

      • Reduces the need to read every message—the summary tells the story

      Tip: Use the sentiment summary in handoffs between shifts or departments to keep context intact.

      🧭 Things to Keep in Mind

      • The sentiment analysis is continuously updated, so a resolved issue may change the title automatically.

      • Not every reservation will have a sentiment tag—only ones with enough conversational data.

      If you need help or have any questions, don’t hesitate to reach out. Contact your Customer Success Manager or our support team at support.jurny.com – we’re happy to assist.