Track Customer Sentiment with AI
Leverage AI to detect customer emotions with high accuracy. Sentiment analysis uses AI-powered algorithms to analyze customer conversations and identify emotions and tones.
By detecting positive, neutral, or negative sentiments, you can drive your sales and support efforts toward proactive engagement and improved customer conversations.
Reduce time manually spent reviewing each call by prioritizing which calls to investigate based on call sentiment.
Use this feature alongside other AI Insights features like call summary and transcriptions for a comprehensive analysis of customer calls.
How Does Sentiment Analysis with Global Call Forwarding Work?
Our Sentiment analysis tool can help managers and agents understand the overall sentiment or mood of a business call.
Call sentiments can be found in the AI Insights dashboard within your control panel post-call. Sentiments are assigned based on call transcription and verbal analysis of customer conversations. You will see an image related to each sentiment type, depending on how the call went.
There are five types of sentiments:
- Neutral
- Slightly positive
- Mostly positive
- Slightly negative
- Mostly negative
Based on this, you can dig deeper into calls that require extra attention. For instance, look at calls with “Mostly positive” ratings to understand what customers appreciated and then “Mostly negative” to determine what went wrong.
Improve Efficiency and Productivity Across Teams
From managers to agents, everyone can use sentiment analysis to quickly determine call performance, explore further if required, and then take action when necessary. Here are some ways your business can benefit from consistently paying attention to customer sentiments on business calls:
Fast Call Reviews: By quickly identifying bad calls, teams can prioritize which calls need further attention or investigation, such as assisting dissatisfied customers or following up on unresolved cases.
Proactive Customer Service: Enable agents and account managers to take action based on sentiment cues, providing responsive follow-ups and transforming support into a proactive service.
Insights for Sales Success: Sales teams can refine pitches and build stronger relationships by tailoring conversations based on how customers responded in the past.
Performance Tracking: Use sentiment scores to evaluate agent performance, helping managers identify high performers, coaching opportunities, and areas for improvement.
Sentiment Trends Over Time: Track shifts in sentiment trends, pinpoint what makes customers happy, and use these insights to adapt customer-facing strategies.
Granular Insights Across Teams: Easily filter and segment data by department, agent, or product, providing each team with the specific insights they need to excel.
Comprehensive Views: Use this feature alongside summaries, transcripts, and recordings to get a comprehensive idea of how conversations are going and where adjustments need to be made.
