Can I set custom alert thresholds?

Yes. Define your own thresholds for escalation alerts per queue, team, or individual.

Does it work on chat and SMS too?

Yes. Sentiment analysis runs on voice, chat, SMS, and email interactions.

What signals does the AI actually analyze?

Tone, pace, word choice, and silence gaps are combined into a single composite sentiment score, updated live.

Can I see sentiment trends over time, not just per call?

Yes. Trend views break sentiment down by agent, queue, product, or campaign over any date range.

/featuresai-sentiment

AI Features · Sentiment

Know how every
customer feels.

Real-time sentiment scoring on every recorded call — alerts supervisors before frustrated customers hang up, and surfaces churn risk while there's still time to act.

See it live

Sentiment · Live Queue

4 active calls

Overall Sentiment Score

Negative68 / 100Positive

C-0041

Priya N.

Satisfied · 6:42

▲

low

C-0042

Jordan K.

Frustrated · 9:11

▼

medium

C-0043

Layla H.

Neutral · 4:28

–

low

C-0044

Marcus L.

Escalation Risk · 12:03

▼

high

Escalation risk detected on C-0044 — supervisor alerted

Sentiment intelligence at every level.

Real-Time Sentiment Scoring

Every call scored live — positive, neutral, frustrated, escalation risk.

Every call lands somewhere on the spectrum.

From frustrated to delighted — scored live, not guessed after the fact, the same real-time visibility support teams need to act before a call ends.

FrustratedNeutralDelighted

Frustrated · 22

C-0044 · Marcus L.

Escalation risk — supervisor alerted

What the AI actually hears.

Four independent signals, fused into one score per call, combining techniques rooted in speech recognition analysis.

Tone

Pitch, volume, and vocal stress analyzed frame by frame.

Pace

Speaking speed and pauses compared against baseline norms.

Word Choice

Language patterns tied to frustration, urgency, or satisfaction.

Silence Gaps

Dead air and hesitation flagged as confusion or hold friction.

↓

Composite Score68 / 100

From risk to resolution — in one call.

Watched live, logged automatically, resolved before it becomes a complaint, with the full transcript available afterward in Conversation Intelligence.

Live Alert Feed · Call C-0044

0:00

Sentiment drops mid-call

Score crosses below the configured threshold in real time.

Questions about AI Sentiment.

Sentiment scoring works best on clear audio. Accuracy varies by language and call quality.

Turn customer emotion into action.

Real-time sentiment scoring on every recorded call — alerts supervisors before frustrated customers hang up.