Detect customer emotion and urgency so teams know when a conversation needs care, escalation, or recovery.
Sentiment Detection
The moments that need more attention become easier to recognize and review.
Sentiment is most useful as evidence. Conversation changes, customer context, and calibrated thresholds work together to support the right human response.
Signal engine
Tone, language, and conversation history combine before any alert, escalation, or review workflow begins.
System
Evaluate tone together with what was said
Use acoustic and conversational context to identify possible frustration, urgency, confusion, satisfaction, or high intent.
System
Turn a signal into an appropriate response
Combine sentiment with intent, account context, and business rules before prioritizing a call or inviting a human teammate.
System
Find the moments worth reviewing
Focus quality review on calls with meaningful changes and compare the underlying evidence to improve prompts, coaching, and service design.
Choose meaningful signals, combine them with context, define safe actions, and compare predictions with human-reviewed conversations.
Define which emotional or urgency patterns matter for the workflow.
Combine signals with intent, phrases, customer status, and call history.
Route, notify, flag, or continue based on the strength and risk.
Sample the underlying calls and tune thresholds with human reviewers.
Send meaningful signals into routing, QA, and support workflows.
Use acoustic and conversational context to identify possible frustration, urgency, confusion, satisfaction, or high intent.
Included controls
No. Sentiment is a probabilistic signal, not a certain reading of a person's internal state. It should support human judgment and workflow rules rather than make high-impact decisions by itself.
It can contribute to an escalation rule, ideally alongside conversation content, intent, customer context, and clear thresholds to reduce unnecessary transfers.
Use representative calls, human-reviewed labels, different languages and call conditions, and error analysis. Review false positives and false negatives for each intended workflow.
Yes. Teams can aggregate configured signals by workflow or period, then inspect the relevant calls to understand what changed and whether the trend is meaningful.
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