AI detection of caller emotion to improve service quality.
Sentiment Analysis is AI detection of caller emotion during conversations. It identifies positive, negative, or neutral sentiment to help improve service quality and identify issues.
The purpose is to understand how customers feel during interactions and identify calls that may need attention. It helps businesses monitor and improve customer experience.
The AI analyzes word choice, tone, pace, and other vocal characteristics to assess emotional state throughout the call. It can flag negative sentiment for review or escalation.
Sentiment Analysis enables proactive service recovery, identifies training opportunities, provides customer satisfaction insights, and helps prevent customer churn.
Sentiment Analysis adds emotional intelligence to call analytics, revealing the customer experience beyond words.