Automate call center sentiment analysis with GPT-4o-mini and Google Sheets
✅ What problem does this workflow solve?
Call centers often record conversations for quality control and training, but reviewing every transcript manually is tedious and inefficient. This workflow automates sentiment analysis for each call, providing structured feedback across multiple key categories, so managers can focus on improving performance and training.
⚙️ What does this workflow do?
- Accepts a Google Sheet containing:
- Call transcript
- Agent name
- Customer name
- Analyzes each call transcript across multiple sentiment dimensions:
- 👋 Greeting Sentiment
- 🧑💼 Agent Friendliness
- ❓ Problem-Solving Sentiment
- 🙂 Customer Sentiment
- 👋 Closing Sentiment
- ✅ Issue Resolved (Yes/No)
- Add Conversation Topics discussed in a call
- Calculates an overall call rating based on combined analysis.
- Updates the Google Sheet with:
- Individual sentiment scores
- Issue resolution status
- Final call rating
🔧 Setup Instructions
📄 Google Sheets
- Prepare a sheet with the following columns:
- Transcript
- Agent Name
- Customer Name
The workflow will append results in new columns automatically:
- Greeting Sentiment
- Closing Sentiment
- Agent Friendliness
- Problem Solving
- Customer Sentiment
- Issue Resolved
- Overall Call Rating (out of 5 or 10)
🧠 OpenAI Setup
- Connect OpenAI API to perform NLP-based sentiment classification.
- For each transcript, use structured prompts to analyze individual components.
🧠 How it Works – Step-by-Step
- Sheet Scan – The workflow reads rows from the provided Google Sheet.
- Loop Through Calls – For each transcript, it:
- Sends prompts to OpenAI to analyze:
- Greeting tone (friendly/neutral/rude)
- Problem-solving quality (clear/confusing/helpful)
- Closing sentiment
- Agent attitude
- Customer satisfaction
- Whether the issue was resolved
- Calculates a composite rating from all factors.
- Sends prompts to OpenAI to analyze:
- Update Sheet – All analyzed data is written back into the Google Sheet.
📊 Example Output
https://docs.google.com/spreadsheets/d/1aWU28D_73nvkDMPfTkPkaV53kHgX7cg0W4NwLzGFEGU/edit?gid=0#gid=0
👤 Who can use this?
This workflow is ideal for:
- ☎️ Call Centers
- 🎧 Customer Support Teams
- 🧠 Training & QA Departments
- 🏢 BPOs or Support Vendors
If you want deeper insight into every customer interaction, this workflow delivers quantified, actionable sentiment metrics automatically.
🛠 Customization Ideas
- 📅 Add scheduled runs (daily/weekly) to auto-analyze new calls.
- 📝 Export flagged or low-rated calls into a review dashboard.
- 🧩 Integrate with Slack or email to send alerts for low-score calls.
- 🗂 Filter by agent, category, or score to track performance trends.
🚀 Ready to Use?
Just connect:
- ✅ Google Sheets (with transcript data)
- ✅ OpenAI API
…and this workflow will automatically turn your raw call transcripts into actionable sentiment insights.
Automate Call Center Sentiment Analysis with GPT-4o Mini and Google Sheets
This n8n workflow automates the process of analyzing call center sentiment using a Google Sheet as input and an AI agent powered by GPT-4o Mini. It periodically checks a Google Sheet for new call records, processes each record to determine sentiment, and then updates the sheet with the analysis results.
What it does
This workflow simplifies and automates sentiment analysis for call center interactions by:
- Triggering on a Schedule: The workflow runs at a set interval (e.g., every 5 minutes) to check for new data.
- Reading Call Data from Google Sheets: It fetches all rows from a specified Google Sheet, assuming each row represents a call interaction.
- Preparing Data for AI Analysis: It transforms the incoming Google Sheet data into a format suitable for the AI agent, specifically extracting the call transcript.
- Looping Through Call Records: It processes each call record individually to ensure consistent analysis.
- Analyzing Sentiment with GPT-4o Mini: An AI Agent, configured with an OpenAI Chat Model (GPT-4o Mini) and a Structured Output Parser, analyzes the call transcript to determine sentiment (e.g., positive, negative, neutral) and extract key entities or reasons.
- Updating Google Sheets: After analysis, the workflow updates the original Google Sheet with the sentiment, extracted entities, and any other relevant AI-generated insights for each call record.
Prerequisites/Requirements
To use this workflow, you will need:
- n8n Instance: A running n8n instance (cloud or self-hosted).
- Google Sheets Account: A Google account with access to Google Sheets.
- OpenAI API Key: An API key for OpenAI to access the GPT-4o Mini model.
- Note: Ensure your OpenAI API key has access to
gpt-4o-mini.
- Note: Ensure your OpenAI API key has access to
- Google Sheets Credential in n8n: A Google Sheets OAuth2 credential configured in your n8n instance.
- OpenAI Credential in n8n: An OpenAI API credential configured in your n8n instance.
Setup/Usage
- Import the Workflow:
- Download the provided JSON file for this workflow.
- In your n8n instance, go to "Workflows" and click "New".
- Click the "Import from JSON" button and paste the workflow JSON or upload the file.
- Configure Credentials:
- Locate the "Google Sheets" node. Click on it and select your existing Google Sheets credential or create a new one using OAuth2.
- Locate the "OpenAI Chat Model" node within the "AI Agent" node. Click on it and select your OpenAI API Key credential or create a new one.
- Configure Google Sheet Details:
- In the "Google Sheets" node, specify the "Spreadsheet ID" and "Sheet Name" where your call center data is stored.
- Ensure your Google Sheet has a column for call transcripts (e.g., "Transcript") and columns where the sentiment and entities will be written back (e.g., "Sentiment", "Entities").
- Configure the AI Agent Prompt:
- The "AI Agent" node contains the logic for sentiment analysis. Review the prompt within the "OpenAI Chat Model" to ensure it aligns with your desired sentiment analysis output. The "Structured Output Parser" is configured to expect a specific JSON structure from the AI.
- Activate the Workflow:
- Once all credentials and configurations are set, click the "Activate" toggle in the top right corner of the n8n editor to enable the workflow. It will start running according to its schedule.
This workflow is designed to be highly customizable. You can adjust the scheduling, modify the Google Sheet columns, or refine the AI agent's prompt to suit specific sentiment analysis requirements.
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