November 3, 2022

Customer Experience Analytics: What Is Text Sentiment Analysis And How Can You Use it In Your Contact Center? (With Examples)

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What's Text Sentiment Analysis & How to Use it

One of the top ways to enhance the customer journey is by thoroughly understanding and delivering on their needs. For many companies, this can be difficult. The impression a company receives about its customers could only be what agents convey. Customers may keep their opinion private to avoid conflict. This could leave companies in the dark about what their customers are truly feeling. 

Companies may try to capture their customers’ opinions through CSAT surveys. However, not everyone follows through after promising to take them. When they do complete a survey, customers may be distracted and fail to give completely accurate answers. LiveVox’s Sentiment Analysis tool can analyze a customer’s sentiment through their tone of voice, pitch, and speech during interaction with an agent. It gives team supervisors a holistic overview of customers’ moods so that they can have a better idea of what their customers are feeling and possibly even indicate why. 

However, many customers prefer to communicate with companies through chat, email, or SMS. LiveVox’s Text Sentiment Analysis tool can interpret a customer’s sentiment through text-based conversations. The tool can provide the same information provided through voice analysis. This allows businesses to get a much better idea of what their customers are feeling by not excluding those who prefer not to talk on the phone. 

How text sentiment analysis works

LiveVox uses advanced technology to analyze voice and text to help contact centers improve their agents’ approach towards customers. Different analysis tools work together to classify words as either positive, neutral, or negative. Interactions can be compiled into a report that’s sorted by agent. It shows information such as date and time of call along with customer data. It can also show both agent and customer sentiment scores and the reason for the call.

How text sentiment analysis works

Identify agent best practices

LiveVox’s Text Sentiment Analysis tool allows users to identify not only a customer’s sentiment but the agent’s as well. This allows contact centers to highlight best practices for improved training. The Text Sentiment Analysis tool scores and classifies any interaction including voice, SMS, email, and chat. This helps supervisors improve efficiency by giving them the ability to quickly spot positive agent trends. Those interactions from agents with consistently high scores can be used as examples for new hires. 

Those calls can also serve as a guideline to help agents that need support. For example, maybe one agent could be showing significant success selling a new product. Another agent may be much better at customer retention. Identifying the best way to interact with customers about different aspects makes those successful approaches easier to scale.

Identify the source of problematic conversations

Team supervisors can quickly identify recurring negative text-based conversations. LiveVox’s Text Sentiment Analysis tool provides an overview of every text-based conversation that includes sentiment score, call type, and topic. This can lead supervisors to uncover scripts that may not work. It can also help identify flaws in the services or products a company provides.
For example, if a cellular phone company releases a new type of plan, contact center supervisors can look at the data gathered in the Text Sentiment Analysis report. This could give them an overall idea of the new plan’s popularity with customers. The topic for these calls could be “calling about a new plan.” When sorted, it would be easy to spot the overall sentiment score for that topic. Negative keywords in text-based conversations are also highlighted in the report. Supervisors can get a holistic view of a customer’s sentiment on a new offering.

Monitor agent performance

LiveVox’s Text Sentiment Analysis tool SpeechIQⓇ improves efficiency by giving supervisors an overview of low sentiment scores. Low scores can indicate when an agent is struggling and also indicate different gaps. The Text Sentiment Analysis tool works by capturing an agent’s emotional intelligence and customer service skills. It also identifies risk factors for compliance problems. 

For example, a team supervisor may observe an agent’s pattern of low sentiment scores. Through the Text Sentiment Analysis report, a supervisor can narrow down the reason behind those scores. If low scores are due to a lack of product knowledge, supervisors can provide additional training and coaching to get agents back on track. Keeping an eye on agent performance helps ensure a positive customer experience.

Identifying and mitigating compliance risk

Identifying and mitigating compliance risk

Low text sentiment scores can show possible issues and certain keywords could even trigger an alert. For example, if a conversation includes negative words or phrases that indicate compliance problems such as “do not call list,” a lower score may be assigned. This would be easily visible to supervisors. Alerts can be set up to notify supervisors in real time so that they could have a chance of mitigating the risk as it occurs.

Text sentiment analysis provides contact centers with greater control over the interactions that agents have with customers. It gives supervisors the tools they need to properly train and coach their teams. It helps ensure an improved customer experience by showing agents exactly what they need to do. Find out more about the LiveVox Text Sentiment Analysis tool here.

Frequently asked questions

What is sentiment analysis and NLP?

Sentiment analysis is a solution that gauges a customer and agent’s interaction based on various factors stemming from text or voice-based conversations. Tone, inflection, keywords, and pitch are a few factors that categorize a conversation and provide a sentiment score. 

NLP is an acronym for Natural Language Processing. NLP helps identify the emotion within a body of text.

What features should a text sentiment analysis tool have?

A text sentiment analysis tool should be able to categorize interactions, provide sentiment scores, natural language processing capabilities, search capabilities, and reporting.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.

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