AI sentiment analysis that catches frustration mid-call.
Every inbound and outbound interaction —” voice, chat, or SMS —” gets scored in real time. Supervisors see the drop the second it happens, not in tomorrow's report.
Live signal, not a daily report
Sentiment lives where your team already works — across voice, chat, and SMS — and fires the second tone shifts.
Sentiment scoring without leaving the platform
Every utterance scored on a negative-to-positive scale and rolled up per call, agent, and queue stats. No third-party tool, no separate login, no analytics seat tax.
Alerts that save the call
When sentiment drops below a threshold, a live alert fires to the supervisor with one-click listen or whisper. The bad call becomes a coaching moment before the customer hangs up.
Beyond voice — chat, SMS, and WhatsApp
Sarcastic emails, frustrated WhatsApp replies, and hostile web chats surface next to voice calls in the same alert stream — supervisors coach one way across channels.
Why it beats post-call analytics
Overnight reports tell you the customer was upset. Real-time scoring lets you rescue the call, route to a senior agent, or offer a callback the moment tone turns — not the morning after.
Built on natural language, not keywords
Trained on US business conversation patterns using modern sentiment analysis techniques. It understands sarcasm, hesitation, profanity masking, and silence — not a keyword list from a decade ago.
Three steps. Sub-second loop.
From the first word to the supervisor banner, the entire pipeline runs in under a second.
Listen as it happens
Every word from voice, chat, SMS, and social streams into the same NLP pipeline. No upload, no batch — sub-second.
Score the moment
Tone, hesitation, escalation language — each utterance updates a rolling sentiment score from -1 to +1, aligned with Gartner NLP glossary standards for real-time language processing.
Alert the right person
Supervisors get a banner. Agents see a calm-down nudge. CRM gets the timestamp. All before the call ends.
One signal. Four high-leverage moments.
Save the account before the supervisor request
- Banner fires the second tone shifts
- Auto-route to senior agent
- CRM tagged for follow-up
Train on the exact thirty seconds that mattered
- Tone-shift moments saved as clips, with listen or whisper access for supervisors
- Score trends per agent
- 1-click add to coaching plan
Hear the buying signal — or the churn risk
- Excitement & hesitation detection
- Renewal-call risk score
- Pipeline forecast cleaner
Same scoring across voice, chat, and DMs
- Unified sentiment timeline
- WhatsApp + SMS included
- One CSAT signal per customer
Sentiment analysis US teams use to coach better.
From CSAT dips to coaching wins, sentiment signals that actually move the needle.
“Our supervisor dashboard lights up in red the second a caller gets heated. We used to miss those. Now we save about six accounts a week.”
“We caught a frustrated WhatsApp thread before it escalated to a public review. The same dashboard that watches calls watches chat — that's the unlock.”
“Our QA team stopped scoring random samples. They now coach off the exact thirty seconds where tone shifted, with the score and transcript already attached.”
“Renewal reps see their own score trend in real time. Conversations have changed — they slow down the second a customer's tone dips. Save rate is up double digits.”
The short answers.
Everything teams ask before enabling sentiment analysis.
Catch frustration. Save the call.
Real-time sentiment, supervisor alerts, and one-click whisper — built into the same console your team already uses.