Summary of the video on sentiment analysis in collection emails:

Sentiment Analysis in Collection Emails
Pedro Muller, financial manager at Pareto, presents an AI tool to analyze collection emails and customer sentiments!

Objective: Evaluate communication in delicate situations such as cancellations, fines, and delinquencies.

Functioning:

- Analyzes sets of emails by customer
- Identifies positive and negative points
- Offers suggestions for improvement
- Assigns a score from 0 to 100

Flexibility:

- Adaptable for other sectors (e.g., customer service)
- Can analyze by period or by employee

Implementation:

- Uses Google Sheets connected to Tess AI via API
- Two scripts:
1. Collects customer emails
2. Executes sentiment analysis

Practical Example:

- Demonstration with anonymized data
- Collection of emails from an extended period (up to March 2023)
- Detailed analysis with final score (65/100 in the example)

Generated Insights:

- Identifies strengths and weaknesses in communication
- Recognizes specific contexts (e.g., pandemic)
- Suggests improvements based on recent interactions

Benefits:

- Provides an objective view of communication with customers
- Helps identify areas for improvement
- Allows tracking the evolution of customer relationships

Link to the template.