Dian Taylor | Ask A Community Pro

Welcome back to Ask a Community Pro, the series celebrating the experts, builders, and leaders who power the Power Platform community!

In Episode 2, we feature Dian Taylor (D365Goddess), who demonstrates a powerful and practical Copilot Studio technique: how to detect user frustration through sentiment analysis and automatically escalate to a live agent.

What You'll Learn: 

• Why escalating frustrated users to a live agent is critical for great customer experiences
• How to create a topic that triggers on every message received
• How to use a prompt tool to analyze message sentiment (positive, negative, or neutral)
• How to set topic priority to ensure your sentiment check always runs first
• How to route negative sentiment to a live agent escalation topic
• A live demo showing the solution in action

Dian also shares why community is at the heart of everything she does, and encourages everyone to get involved, whether you're seeking help or ready to give back.

Timestamps:

0:00 – Why community matters

0:32 – The challenge: What to do when users get frustrated with your agent

1:07 – Creating a topic that triggers on every message

1:54 – Setting up the sentiment analysis prompt tool

3:00 – Adding a condition to detect negative sentiment

3:44 – Routing to live agent escalation

4:08 – Live demo: Testing with a negative message

4:58 – Closing thoughts and resources

Learn more from Dian Taylor: Website: https://D365Goddess.com | YouTube: https://YouTube.com/D365Goddess