AI monitors call tone and language in real time, detecting shifts in customer emotion as they occur. Distressed or angry callers are flagged instantly, giving supervisors the chance to intervene before a bad experience becomes a complaint.
Our sentiment engine analyses vocal patterns, word choice, speaking pace, and emotional indicators continuously throughout each call. It builds a real-time emotional profile of the conversation, detecting frustration, anger, confusion, or satisfaction as it develops.
AI analyses vocal pitch, volume, speaking rate, and tonal patterns to detect emotional shifts. Rising frustration, growing anger, or declining engagement are identified before they escalate — even when words alone don't reveal it.
Benefit: Catch emotional escalation early, before the customer decides to complain or hang up.
Natural language processing identifies negative sentiment markers, complaint language, profanity, and escalation phrases in real time. The system understands context — distinguishing genuine distress from casual expressions.
Benefit: Precise detection of at-risk calls without false positives flooding your supervisors.
Supervisors see a real-time sentiment overview across all active calls. Colour-coded indicators show positive, neutral, and negative sentiment at a glance, with drill-down capability for any individual call.
Benefit: Complete visibility into customer emotion across your entire operation in one view.
When sentiment drops below configurable thresholds, the system takes immediate action:
Intervene before complaints happen.
Most customer complaints don't start as complaints — they start as minor frustrations that escalate when nobody notices. Sentiment analysis changes that equation entirely by giving your supervisors the visibility to intervene at exactly the right moment.
The result is measurable: fewer formal complaints, higher customer satisfaction scores, improved Trustpilot ratings, and better agent wellbeing. When your team can resolve issues before they escalate, everyone wins.
Fewer complaints. Better outcomes. Higher satisfaction.