End of support notice: On September 15, 2025, AWS will discontinue support for Amazon Lex V1. After September 15, 2025, you will no longer be able to access the Amazon Lex V1 console or Amazon Lex V1 resources. If you are using Amazon Lex V2, refer to the Amazon Lex V2 guide instead. .
You can use sentiment analysis to determine the sentiments expressed in a user utterance. With the sentiment information you can manage conversation flow or perform post-call analysis. For example, if the user sentiment is negative you can create a flow to hand over a conversation to a human agent.
Amazon Lex integrates with Amazon Comprehend to detect user sentiment. The response from Amazon Comprehend indicates whether the overall sentiment of the text is positive, neutral, negative, or mixed. The response contains the most likely sentiment for the user utterance and the scores for each of the sentiment categories. The score represents the likelihood that the sentiment was correctly detected.
You enable sentiment analysis for a bot using the console or by using the Amazon Lex API.
On the Amazon Lex console, choose the Settings tab for your bot, then
set the Sentiment Analysis option to Yes. If
you are using the API, call the PutBot
operation with the detectSentiment field set to true.
When sentiment analysis is enabled, the response from the PostContent and
PostText
operations return a field called sentimentResponse in the bot response with
other metadata. The sentimentResponse field has two fields,
SentimentLabel and SentimentScore, that contain the result
of the sentiment analysis. If you are using a Lambda function, the
sentimentResponse field is included in the event data sent to your
function.
The following is an example of the sentimentResponse field returned as
part of the PostText or PostContent response. The
SentimentScore field is a string that contains the scores for the
response.
{
"SentimentScore":
"{
Mixed: 0.030585512690246105,
Positive: 0.94992071056365967,
Neutral: 0.0141543131828308,
Negative: 0.00893945890665054
}",
"SentimentLabel": "POSITIVE"
}
Amazon Lex calls Amazon Comprehend on your behalf to determine the sentiment in every utterance
processed by the bot. By enabling sentiment analysis, you agree to the service terms and
agreements for Amazon Comprehend. For more information about pricing for Amazon Comprehend, see Amazon Comprehend Pricing
For more information about how Amazon Comprehend sentiment analysis works, see Determine the Sentiment in the Amazon Comprehend Developer Guide.
