Sentiment Analysis

Discover meaningful moments in every call. Introducing sentiment analysis for customers using Signal AI Gold or the QM module. This feature detects and displays positive and negative sentiment moments in call transcripts and provides an overall caller sentiment score. This data is also available in Invoca reports, dashboards, and can power smart alerts (via Signals). Here are some ways to use it:

For marketers:

• Analyze sentiment trends by channel, campaign, web-page visited, product, or location to find critical issues affecting customer experience
• Correlate sentiment scores to conversion to uncover issues with pricing, availability, or promotion

For contact centers:

• Identify agents handling more negative or positive calls than their peers to reveal coaching opportunities
• Identify agents handling a high volume of challenging customer calls to provide them support and relief

For all users:

• Create smart alerts to notify stakeholders when negative sentiment spikes  on a high volume of calls
• Identify and investigate calls to uncover what is driving negative caller sentiment 

Learn more about sentiment analysis in this blog. 

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• Understand both positive and negative caller sentiment
• Use sentiment scores to measure increases and decreases in positive call outcomes over time

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