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
To learn more about how to use sentiment analysis, including how it works and how to use it, read our Community News article.
