Improve engagement outcomesReal-time insight into a customer’s feelings enables an agent to engage an expert supervisor before a situation escalates. Happier customers are more loyal to your brand and the key to more profitable outcomes.
Strengthen agent skills fasterWith real-time feedback, agents can understand — in context — how they can strengthen their skills, improve the customer’s experience and become more effective.
Gain insightsMeasuring sentiment trends over time enables you to quantify the impact of agent training programmes, new product launches and other activities aimed at improving customer loyalty, agent performance and much more.
How sentiment analysis works
Your customer calls inYour customer calls your contact centre and connects with an agent.
AI analyses the conversation in real timeAn AI bot is quietly conferenced into the call to analyse the caller’s sentiments and emotions.
Business rules trigger actionsYour business rules can prompt the bot to alert a supervisor if the bot’s real-time analysis of the caller’s sentiments indicate a possible customer satisfaction issue. The bot can conference in the next available supervisor.
Experts provide real-time supportThe supervisor can coach the agent in real time via a whisper or text chat and together they can provide the customer with the best possible service.