It’s not enough to know whether a call was “positive or negative”--you need insights that allow you to take meaningful action and that is exactly what this new, industry-first feature delivers. Rather than just capturing whether the caller expressed frustration or gratitude, it captures shifts in sentiment like going from gratitude to frustration or vice versa.
This means you can track more meaningful agent performance over the life of the call like this: Caller expressed frustration>agent expressed empathy>caller expressed gratitude>caller went from frustration to gratitude. Now pair this with Invoca’s new best-in-class transcription and you can see exactly how the agent rescued this call.
Sentiment analysis data is stored as marketing data so it can be visualized in dashboards and reports, used to create Signals, and used in Smart Alerts.
This feature is coming soon. Please contact your Invoca customer success manager if you are interested in sentiment analysis.
