Currently, Omnichannel's artificial intelligence, Sentiment Analysis, which analyzes the customer's sentiment during the conversation, does not allow removing or including words that the company understands need some alteration. For example: in an insurance company, the word "claim" is often used by the customer during customer service, for example to request payment for a vehicle claim. Today, when the customer types the word "claim", the resource Sentiment Analysis understands that this word means a bad feeling (since it refers to the original meaning of the word), and for an insurance company, it is just a service for paying the insurance. In Brazil, we have this problem with the word in Portuguese as well ("claim" = "sinistro" in Portuguese).