Detect customer sentiment and agent tone across your interactions, track how they evolve from the start to the end of the call, and cross these signals with your quality scores to act before escalation.
Qualify customer sentiment (positive, neutral, negative, escalation) and agent tone (professional, empathetic, defensive...) during your reviews.
Rely on the evaluator's judgment to catch what a transcript alone never reveals: the hesitation in a voice, the contained frustration, a customer's relief.
Add a comment to give context to a difficult interaction or a great relational win.
Visualize the full flow: initial customer sentiment, agent tone, then final trajectory — stable, degradation, recovery, or persistent escalation.
Instantly spot interactions that went downhill to understand what tipped the conversation.
Celebrate successful recoveries: the moments an agent defused a tense situation.
Compare detected sentiment against quality scores to spot correlations between agent tone and customer satisfaction.
Turn these correlations into targeted action plans and prioritize coaching where it will have the biggest impact on customer satisfaction.
See how sentiment analysis helps you spot weak signals and turn your interactions into an opportunity to improve.
