AI sentiment analysis is a feature that analytic software uses to analyze human speech. Call centers rely on AI sentiment analysis tools to transcribe agent and customer interactions for the purpose of providing reports that indicate either a neutral, positive, or negative emotion. The AI sentiment tool can analyze a customer’s tone, pitch, and speed to determine their overall emotion. AI sentiment software brings immense value for call center leadership. Management can identify the emotion associated with various trending topics customers call about. This helps drive important business decisions. For example, if a trending topic includes new products or offerings, sentiment scores can reveal emotions customers are exhibiting about them. This information can help point companies in the right direction.
Understanding customer emotions helps companies meet their customers’ needs. AI sentiment analysis tools can also reveal agents who may be having performance issues. By analyzing calls labeled as “negative” on sentiment reports, team leadership can look for patterns. Each call on these reports includes details such as agent name, talk time, reason for the call, and keywords. If a particular agent is often associated with negatively labeled calls, team supervisors can intervene and provide extra targeted training and coaching. AI sentiment analysis tools are also used to highlight agent best practices. Reports provided by the sentiment software will also indicate all calls labeled as positive. Agents that show consistent quality calls can provide insight into the best techniques and strategies that new trainees can practice. Agents with performance issues can also benefit from listening to those calls. They can improve their approach by getting a better idea of what ideal customer interactions look like.
More AI Sentiment Analysis Resources for Call and Contact Centers
Analyze sentiment in context. Understand how call sentiment is affecting business outcomes by using SpeechIQ’s reporting tools to overlay sentiment scores with relevant call metadata.
Tracking customer sentiment with call recording software gives contact center supervisors the ability to find out the way a customer feels during each interaction. Sentiment analysis provides valuable insight into agents’ performances by analyzing their conversations with each customer.
Sentiment analysis can be used on both sides of the call center conversation. This holistic approach gives you a better reading as to how you can create processes that best serve your organization. Some of the reasons you should listen to your call recordings using speech analytics software that can translate sentiment analysis,