Please submit your questions in advance, HERE

Ask the Expert: Leveraging the Latest AI Advancements for Enhanced Sentiment Score Analysis in ITSM

In this session, Yong Tang, Senior Director of Engineering at Ivanti will answer your questions about how cutting-edge AI methods are enabling ITSM teams to correlate these enhanced emotional insights directly with DEX scores and other key performance indicators. Yong can delve into practical approaches for integrating LLM-driven sentiment analysis into existing ITSM workflows, discuss robust numerical techniques for comparing sentiment outputs, and illustrate how quantifying correlations can help identify experience gaps, validate emerging trends, and refine ITSM strategies for greater impact.

Food for thought

Modern IT Service Management (ITSM) increasingly relies on user feedback and performance metrics to inform and improve service delivery. While Digital Employee Experience (DEX) scores provide a quantitative lens on how well digital services support employees, traditional sentiment analysis tools often struggle to capture the full depth and nuance of user feedback at scale. Recent breakthroughs in Large Language Models (LLMs) now make it possible to rapidly extract, interpret, and quantify sentiment from a wide range of sources—from helpdesk tickets to chat transcripts—offering richer insights and more actionable data.

Please submit your questions for Yong in advance to ensure they are answered during the meeting. Questions asked on the day will be answered, if time permits. Click here to ask your question.

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