Sentiment Analysis Software
Read the emotion behind every call, chat and ticket — track how it trends, and get alerted before frustration becomes churn.
Overview
Sentiment Analysis scores the emotion and tone in every conversation your teams have — calls, chats, tickets and survey replies — so you can see how customers actually feel, not just what they did. It runs on the platform's Flow-Cognition Agent, grounded in your own interaction data.
Beyond a single score, it tracks sentiment as a trend across an account, a queue or a campaign, and fires alerts when a threshold is crossed. When a conversation turns negative, the agent can escalate it, flag the account or trigger a save workflow automatically.
Explore AI Intelligence Layer →- ✓ Emotion and sentiment scoring on calls, chats, tickets and surveys
- ✓ Trend analysis across accounts, queues, agents and campaigns
- ✓ Configurable alert thresholds for negative or falling sentiment
- ✓ Automatic escalation and save workflows on at-risk conversations
- ✓ Works across English and Indian languages
- ✓ Governed scoring with full audit of what was flagged and why
Everything Sentiment Analysis gives you
Six ways Sentiment Analysis turns emotion into early, actionable signal.
Emotion Tracking
Detect joy, frustration, anger, confusion and urgency in real time across voice and text channels with nuanced classification.
- ✓ Real-time detection
- ✓ Emotion range
- ✓ Voice + text
- ✓ Nuanced classification
Response Sentiment
Analyse sentiment of customer responses to agent interactions, marketing campaigns and product changes for instant feedback.
- ✓ Response analysis
- ✓ Campaign feedback
- ✓ Product sentiment
- ✓ Agent impact
Trend Analysis
Track sentiment trends over time by product, agent, campaign and segment to identify systemic issues and improvements.
- ✓ Time-series trends
- ✓ Segment analysis
- ✓ Issue detection
- ✓ Improvement tracking
Alert Thresholds
Configure real-time alerts when sentiment drops below thresholds — triggering automatic escalation and manager notification.
- ✓ Real-time alerts
- ✓ Auto-escalation
- ✓ Manager notification
- ✓ Custom thresholds
Feedback Mining
Extracts sentiment and recurring themes from tickets and survey replies.
- ✓ Ticket analysis
- ✓ Survey replies
- ✓ Theme detection
- ✓ Comprehensive view
Sentiment Dashboards
Executive views of sentiment trends and account health scores.
- ✓ Executive views
- ✓ Sentiment trends
- ✓ Health scores
- ✓ Touchpoint analysis
How the agent works with Sentiment Analysis
The Flow-Cognition Agent runs a real loop on your Sentiment Analysis data — grounded in your records, governed and logged.
Sense
Reads each call transcript, chat and ticket as it arrives.
Decide
Scores tone and emotion and checks it against your alert thresholds.
Act
Alerts the manager, escalates the conversation or starts a save workflow, with every step logged.
Five-tier model routing · field-level permissions · full audit trail. See the AI layer →
Live in four steps
Connect sources
Feed calls, chats, tickets and surveys into the sentiment engine.
Score interactions
Each conversation is scored for sentiment and emotion as it happens.
Set thresholds
Define the levels and trends that should trigger an alert or action.
Act on signals
Escalate, flag the account or launch a retention workflow automatically.
Where teams put it to work
Support leaders
See which queues and agents are leaving customers frustrated, and step in on tickets that are trending negative before they escalate.
Customer success
Monitor account sentiment across every touchpoint so a quietly unhappy client triggers a save play, not a surprise cancellation.
Campaign teams
Gauge how an audience reacts to an outreach campaign in near real time and adjust messaging before it damages the brand.
The payoff
Early warning on at-risk accounts
Falling sentiment raises a flag while there is still time to save the relationship.
Objective quality signal
Coach agents on how customers felt, not just on handle time.
Nothing slips silently
Negative conversations trigger an action instead of sitting unnoticed in a queue.
See the whole mood
Sentiment trends turn thousands of interactions into one clear picture.
Questions, answered
It scores emotion and tone across calls, chats, tickets and survey responses, so the whole customer conversation is covered, not just one channel.
You set the sentiment level or downward trend that matters, and the platform notifies the right person and can trigger a workflow the moment it is crossed.
Yes. Sentiment is scored in English and major Indian languages so regional conversations are not a blind spot in your reporting.
Yes. Running on the Flow-Cognition Agent, it can escalate a souring conversation, flag the account or launch a retention workflow automatically.
You can track sentiment as a trend for any account, queue, agent or campaign, turning individual scores into a movement you can act on.
Related capabilities
AI Chatbot Software
A conversational AI that understands intent, answers from your own records, and takes the next action — on your website, WhatsApp and…
Voice AI Software
Turn every call into structured, searchable data — transcribed, analysed and acted on, in English and Indian languages.
Smart Routing Software
Send every lead, call and ticket to the person most likely to win or resolve it — balanced by skill, load and priority in real time.
Predictive Analytics Software
See what's coming — revenue, churn, conversions and demand — from models trained on your own history, not market averages.
AI Scoring & Segmentation Software
Score every lead and deal by real intent, and build segments that keep themselves up to date as behaviour changes.
Generative AI Software
Draft replies, summaries and content in seconds — grounded in the actual customer record, in your tone, and safe to send.
See Sentiment Analysis in your workflow
Start free, or get a guided walkthrough with our team — on the one platform that runs AI Intelligence Layer and your whole business.