Know how every customer feels.
Real-time emotion scoring on every call and chat. Spot frustration before it escalates and give supervisors the signal to act while the conversation is still live.
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Agent Scores · Today
Team Sentiment — Last 7 Days
Know the temperature before it boils.
AI Sentiment Analysis gives supervisors and QA teams a live emotional read on every conversation — so they intervene when it matters, not after the call ends badly.
Real-time emotion scoring
Positive, neutral, and negative sentiment scored continuously as the conversation progresses — not just at call end.
Escalation detection
Frustration signals trigger supervisor alerts before a complaint becomes a chargeback, bad review, or formal complaint.
Threshold alerts
Configure sentiment drop thresholds that notify supervisors in real time — by screen, email, or SMS.
Sentiment analytics
Track positive rate, escalation frequency, and trending topics by team, agent, channel, and date range.
Coaching flags
Calls with significant sentiment drops are automatically flagged for coaching review — the recordings worth playing back. Trusted by teams that rate us on G2.
Compliance overlay
Combine sentiment data with compliance scoring to identify calls that are both emotionally negative and procedurally deficient. Pairs naturally with call recording for full audit trails.
Alerts configured to your risk tolerance.
Every flagged call is stored in call recording for complete audit trails.
Score drops below threshold
Set the sentiment score floor — alerts fire automatically when a call crosses below your defined limit.
Consecutive negative turns
Flag calls where the customer expresses frustration in two or more consecutive messages without resolution.
Specific emotion keywords
Define trigger phrases — 'cancel,' 'lawsuit,' 'terrible' — that escalate immediately regardless of overall score.
End-of-call negative exit
Catch calls that end on a negative note so follow-up can happen within minutes, not days.
By The Numbers
Numbers that speak for themselves.
Real-time signals that give your supervisor tools the data to act during the call.
<1s
Detection speed
32
Languages supported
100%
Of calls analyzed
3x
Faster escalation
Catch it before it becomes a problem.
Sentiment visibility lets teams intervene in the moment — not in the churn report three months later.
Laura Kim
QA Lead, Horizon Insurance — Hartford, CT
“Sentiment alerts caught three near-escalations in the first week. Two turned into saved renewals when supervisors intervened. The ROI on that alone was obvious.”
Marcus Osei
Support Director, CloudPeak SaaS — Seattle, WA
“We used to find out about bad calls from churn data. Now we find out in real time and can fix the issue before the customer cancels.”
Yolanda Brooks
Customer Experience Manager, Bright Horizons — Denver, CO
“Weekly sentiment reports by agent changed how we do coaching. We coach to emotional patterns now, not just policy adherence.”
Ben Nakamura
Revenue Operations, Flux Commerce — Austin, TX
“Negative exit sentiment tracking gave us a 48-hour recovery window. We called back 22 at-risk customers in one week and retained 17 of them.”
FAQ
AI Sentiment, answered.
Proactively answering FAQs boosts user confidence and cuts down on support tickets.
Know how customers feel. Before it shows on your reviews.
Free trial · Real-time sentiment on every call · No card required