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Features > Sentiment Analysis
Call Sentiment Analysis
CallFinder’s call sentiment analysis software can easily identify common customer pain points and areas for improvement in the call center for a better customer experience.
Understanding Customer Call Sentiment
Understanding customer sentiment is crucial to offering them the best possible experience. That’s why caller voice sentiment analysis and emotion detection are included in all of CallFinder’s products to help businesses determine whether the overall experience of any conversation is positive, negative or neutral. This valuable feature monitors the customer experience to understand how callers feel about the company as a whole, including brand and product sentiment, how the company compares with competitors, and any other aspect of the customer experience. Browse our products to learn more about the benefits of voice sentiment analysis.
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How Call Sentiment Analysis Works
At its simplest, sentiment analysis uses specific words and phrases to quantify the mood of a conversation. Most call sentiment analysis services rely on advanced algorithms that have been trained and refined using millions of customer service calls. This technology uses natural language processing to examine the text and extract meaningful insights. These algorithms tag specific emotions like frustration and satisfaction, and then score the relative strength and magnitude of the emotions on a normalized scale. When voice sentiment analysis scores are compared across a selection of data, such as a date range, variable agents, and more, the data gathered can be used for a variety of benefits, including elevating the customer experience and improving contact center agent performance.
How Does CallFinder's Sentiment Analysis Work?
CallFinder’s sentiment analysis works in much the same way, starting with transcribing the customer audio into text using our advanced automatic speech recognition technology. Everything we do at CallFinder begins with a text transcript of the call that can be analyzed. This includes detecting emotional signals and sentiment based on word choice, grammar structures, voice, tone, and more. Finally, the emotions, sentiments and transcripts are all aggregated into analytic dashboards, detail reports, scorecards, and visualizations, making the data easy to digest and actionable. you also work with a CallFinder Analyst who will help you refine the solution to fit your needs.
Here are some of the top benefits of call sentiment analysis.
Benefits of Call Sentiment Analysis
Evaluate CX
Be Proactive
Automate Quality Assurance
Analyze Results
See What Customers Say
Understand What's Not Said
Optimize Call Quality Monitoring Efficiency With Automated Sentiment Analysis
CallFinder’s solutions transcribe and analyze every recorded customer interaction to provide a nuanced understanding caller sentiments while uncovering agent knowledge gaps and conversational trends so you can improve the areas that matter most to your business. Our advanced solution also includes automated scorecards and an experienced Speech Analyst who works with you to set goals and create strategies to ensure that you get the outcomes you want and the most value out of our solution. Take a quick tour of CallFinder and start taking control of your success.
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