Voice
Inbound + outbound calls
"I've been on hold for 12 minutes."
Real-time sentiment scoring on every conversation — voice, chat, and social — with automatic routing the moment things start to slip. Save the call before the cancel email is drafted.
Live Call · #SR-29481
Marisol Cabrera · Renewal
Conversation arc
Phrase detection · live
Sentiment waveform · live
Supervisor queue · ranked by sentiment
Voice, web chat, WhatsApp, Messenger, Instagram DMs, Telegram, and SMS — feeding a single omnichannel queue. One sentiment view replaces the four separate dashboards your team used to hop between.
Inbound + outbound calls
"I've been on hold for 12 minutes."
Live and async
"Could someone help me with this?"
Two-way messaging
"Thanks — that fixed it 🙌"
Messenger · IG · Telegram
"Where do I send proof of payment?"
When sentiment crosses a queue threshold, the platform pings a senior agent via supervisor assist, surfaces context, and opens a whisper channel — all without the caller hearing a click.
Caller calm. Sentiment 78. Auto-monitoring only.
Crosses threshold 45. Phrase "too expensive" detected.
Card surfaces on the senior agent dashboard with context.
Senior agent whispers retention offer. Caller hears nothing.
Sentiment back to 72. Save logged. Audit trail captured.
Sentiment averaged by agent and hour reveals the shifts when calm calls go sideways and which agents excel with difficult customers — feeding back into conversation intelligence. No spreadsheet pivot required.
Patterns by agent
See which reps run hot at 11 a.m. and which dip after lunch.
Per-queue thresholds
Alert and routing rules tuned per queue, campaign, or skill.
Rolling 30-day trend
Compare this week against the four prior to spot drift early.
Sentiment heatmap · Tier 2 queue · today
Avg sentiment · agent × hour
| 09:00 | 10:00 | 11:00 | 12:00 | 13:00 | 14:00 | |
|---|---|---|---|---|---|---|
| Aiden | 70 | 55 | 82 | 72 | 83 | 78 |
| Bea | 79 | 83 | 84 | 69 | 76 | 69 |
| Carlos | 84 | 83 | 79 | 61 | 66 | 60 |
| Dilnoza | 82 | 77 | 71 | 52 | 59 | 56 |
| Elena | 75 | 68 | 61 | 45 | 38 | 58 |
| Farouk | 65 | 59 | 56 | 45 | 60 | 66 |
| Greta | 58 | 56 | 58 | 50 | 69 | 76 |
The major languages of cross-border customer-facing teams — with custom training to lift accuracy on industry-specific vocabulary your reps actually use. For measurement context, the NIST evaluation guides describe how natural-language scoring is benchmarked.
Support, retention, and CX teams use sentiment scoring to spot calls slipping in real time — and route them to the right human before a save turns into a refund.
Marisol Cabrera
Director of Retention
Cumulus Insurance
“Sentiment dropped on a renewal call, supervisor whispered the right offer, and we saved a 14-year policy. The dashboard paid for itself that morning.”
Tariq al-Saud
Head of CX
Mirage Mobile
“Auto-routing of upset callers to senior agents cut our cancellation rate by 18% in one quarter. The queue manages itself now.”
Hiroko Tanaka
VP of Support
Sakura Cloud
“We finally see CSAT trends across voice and chat in one view — not four. Coaching topics surface themselves from the heatmap.”
Linnea Bjornsson
QA Lead
Frostline Logistics
“Compliance phrase detection alone is worth the price. We catch coaching moments the same day instead of three weeks after a complaint.”
What CX leaders, retention teams, and QA managers ask before turning sentiment routing on across every queue.
Score every conversation as it happens. Route the rough ones. Coach the patterns. Defend renewals before the cancel email is drafted.