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 programs, new product launches, and other activities aimed at improving customer loyalty, agent performance, and much more.
How sentiment analysis works
1. Your customer calls in
Your customer calls your contact center and connects with an agent.
2 . AI analyzes the conversation in real time
An AI bot is quietly conferenced into the call to analyze the caller’s sentiments and emotions.
3. Business rules trigger actions
Your 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.
4. Experts provide real-time support
The 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.
5. The bot broadens its understanding
The AI bot gets better at decoding sentiment and emotions as it monitors the effect of the supervisor’s suggestions. With ever-improving insight into caller sentiments and emotions, the AI gets even better at deciding when to alert a supervisor.