Feature
Sentiment Analysis — AI emotional intelligence for every conversation
Real-time emotion detection analyzes voice tone, speaking patterns, and word choice to gauge customer sentiment throughout calls. Instant alerts enable proactive intervention before situations escalate.
😊
Real-Time Emotion Tracking
Continuous monitoring of customer emotional state through voice analysis, speech patterns, and linguistic indicators. AI detects frustration, anger, satisfaction, and confusion as conversations develop.
Benefit: Identify at-risk customers before they escalate, enabling proactive intervention to save relationships.
🚨
Instant Escalation Alerts
Automatic supervisor notifications when customer sentiment drops below acceptable thresholds. Real-time dashboards show emotional state across all active calls for immediate attention.
Benefit:Rescue difficult situations before customers hang up frustrated or escalate complaints publicly.
📊
Agent Performance Insights
Individual agent analysis showing how their communication style affects customer emotions. Coaching recommendations based on sentiment patterns and successful interaction models.
Benefit: Improve agent skills through data-driven coaching focused on emotional impact and customer satisfaction.
🎯
Outcome Prediction
Machine learning models predict call success probability based on sentiment trends throughout conversations. Early identification of calls likely to result in complaints or cancellations.
Benefit: Take corrective action during calls rather than dealing with negative outcomes afterwards.
