Sentiment Analysis
Hears how every caller feels in real time and surfaces the patterns across your calls, so you can step in before frustration costs you the customer.
What teams see
Most routine calls
handled end-to-end, day and night
What it does
The highlights
Real-time sentiment
Tone and intent scored live, while the call is still happening.
Smart escalation
Hand off to a person the moment a caller needs one.
Trend reporting
Surface the root causes behind happy and unhappy callers.
The problem
The frustrated callers you never hear about
Your agent detects tone and intent during the call, flagging frustration or urgency and escalating to a human when needed. Across calls, sentiment trends reveal what's working and what's driving complaints.
- You only hear about an angry caller after they've left a bad review
- Frustrated callers get stuck with no one realizing they're upset
- No one knows a call is going badly until it's too late to fix it
- You can't tell which issues make customers the most unhappy
- The wins and warning signs in your calls go unmeasured
Scope of work
What’s included
Design
- Agent persona & scripts
- Call flow design
- Knowledge base setup
Connect
- Phone number setup
- CRM & calendar sync
- Database & API hookups
Launch
- Call testing & simulation
- Soft launch & tuning
- Go-live
Support
- Monitoring & alerting
- Transcript review
- Ongoing optimization
How we work
A process built for results
Clear milestones, constant communication, and zero hand-waving, from first call to live system.
Discovery & Success Criteria
We map your call flows, tools, and goals, and define what a great call looks like.
01Build the Agent + Connect Data
We craft the scripts and voice, then wire in your CRM, calendar, and databases with scoped access.
02Test + Simulate + Review
We run simulated calls, refine the responses, and review security before anything goes live.
03Launch + Monitor + Iterate
We go live with monitoring in place, then tune the agent based on real calls.
04Works with your stack
Use cases
See what’s possible
Real scenarios where Sentiment Analysis does the work, from the first trigger to the outcome it drives.
Frustration Flag
- Trigger
- Caller's tone turns tense
- Action
- Escalate to a human fast
Saved before it's lost
Urgency Detected
- Trigger
- Caller sounds distressed
- Action
- Prioritize and route
Right help, right away
Pattern Spotting
- Trigger
- Weekly call review
- Action
- Surface what drives upset
Fix the root cause
What clients say
FAQ
Common questions
Everything you need to know before we start working together.
It reads tone, word choice, and intent as the conversation unfolds, scoring sentiment continuously rather than guessing from a single moment.
Based on the rules you set, it can soften its approach, prioritize the call, or warm-transfer to a human right away, so a frustrated caller gets help before they give up.
Both. Sentiment is scored live during the call so the agent can react in the moment, and it's also rolled up afterward so you can see trends across all your calls.
Yes. Reporting groups sentiment by topic and outcome, so you can see what's driving happy and unhappy callers and act on the patterns.
It's a strong directional signal that's most powerful in aggregate, great for catching at-risk calls live and spotting trends, rather than a clinical measurement of any single moment.
Yes. You decide how sensitive the triggers are and what happens when one fires, so escalations match how your team wants to handle them.
Get started
Ready to put Sentiment Analysis to work?
Book a discovery call and we’ll set it up around your calls , live in days, not months.
Book a discovery call