Sentiment Analysis automatically detects the emotional tone of your customer calls - positive, neutral, or negative - helping you quickly understand how each interaction felt to the customer. It’s like having a built-in mood reader that works 24/7 to flag which conversations need attention, and which ones are hitting the mark.
Customer sentiment isn’t just about what’s said; it’s about how it’s said. This feature helps you:
Track customer satisfaction in real time
Spot unhappy customers before issues escalate
Coach your team using real-world examples
Measure service quality trends across your business
In short, it gives you the emotional data behind your call data.
How It Works
Speech is analysed: The system reviews the tone, pacing, and language used during a call.
Emotion is classified: Using AI, the call is tagged as Positive, Neutral, or Negative.
Results are displayed: Sentiment labels appear in your call dashboard, allowing quick filtering and review.
Example:
Positive → “That’s exactly what I needed, thank you so much.”
Neutral → “Okay, I’ll see what I can do.”
Negative → “This has been really frustrating.”
Where to View Sentiment
In your Call Analytics dashboard, each call entry includes a sentiment indicator (usually shown as a colour-coded icon or label).
You can filter or search by sentiment type to find the calls you want to review - for instance, all Negative interactions from the past week.
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