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Feature Overview: Sentiment Analysis
Discover the power of AI in improving your customer support. Watch the video to see how sentiment analysis evaluates your customers' feelings during support calls

Estimated reading time: 1 minute 47 seconds
Imagine if you could know how your customers are feeling during a call with your customer support team.

Wouldn't that give you super useful information to make your customer service better?

Well, that's where sentiment analysis comes in! It's a powerful tool that uses AI to figure out how customers feel based on phone calls and voicemails. In this blog post, we'll look closer at sentiment analysis, how it works, and why it's helpful for your business.
Video Walkthrough
How Sentiment Analysis Helps Assess Customer Support Quality
Sentiment Analysis is for businesses that are committed to providing top-notch services and elevating customer experience. It helps businesses identify gaps in their customer support processes and improve their customer services accordingly.

To achieve this, sentiment analysis uses AI technology to analyse and classify customer sentiments and opinions, both positive and negative, expressed over calls. By leveraging this technology, businesses can evaluate the quality of customer support and performance by gaining valuable insights from conversations with customers.
sentiment analysis
Calls page with filter by sentiment
Colour-Coded Tabs and Markers for Easy Navigation
To make analysis more straightforward, sentiment analysis tools colour code each call’s sentiment indicator to show the overall sentiment of the call.

Additionally, when reviewing a recording, users can view colour-coded markers on the player that show strong positive moments in green, and negative moments, in red.

But in case you disagree with the AI, each call’s sentiment can be manually adjusted based on your experience.
sentiment analysis
Call transcript with sentences highlighted by sentiment
Easy Filtering and Navigation
Easily filter your calls page by sentiment and dive into each call’s details to deeply understand what went right or wrong.

Alternatively, you can go to the Insights section, and explore the breakdown of calls by sentiment - which can be filtered by team member and keyword trackers.

Gather valuable insights into the overall customer experience, identify repeated customer issues, and discover areas for improvements.
sentiment analysis
Sentiment analysis insights
Sentiment Analysis for Improved Customer Experience
Sentiment analysis is an AI-powered tool that helps businesses evaluate and classify customer sentiment expressed over calls. It is an super valuable tool for businesses committed to providing exceptional customer support, as it helps indicate areas for improvement to enhance the overall customer experience.

Interested in finding out more? Book a call with us today, and we'll show you how sentiment analysis can positively impact your customer support from day one.