Understanding Customer sentiment & Emotion
Understanding customer sentiment is crucial to offering them the best possible experience. That's why 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 customers 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 benfits of sentiment analysis and emotion detection.
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Emotion Detection
Emotion detection analyzes acoustic features to determine if a series of utterances reflect emotions ranging from strongly positive to strongly negative. Any subtle change in intonation, volume, or tone of speech can lead to an emotion classification. Accessing and analyzing customer emotions is valuable to businesses because it allows QA Managers to monitor contact center performance, specific agent performance, and customer experience metrics. Browse our case studies to learn how businesses just like yours benefit from using this feature.
Browse Our Case StudiesHow Sentiment Analysis Works
CallFinder’s transcription engine uses intelligence gathered within interactions to scan calls for specific words that imply a certain sentiment. At its simplest, sentiment analysis uses specific words and phrases to quantify the mood of a conversation.
For example, if during a customer conversation the words “I’m so happy with my new…” are spoken, this indicates a positive sentiment, whereas the words “You’re not understanding my needs…” would be scored as a negative sentiment. When 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 agent performance.
For example, if during a customer conversation the words “I’m so happy with my new…” are spoken, this indicates a positive sentiment, whereas the words “You’re not understanding my needs…” would be scored as a negative sentiment. When 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 agent performance.
Take the guesswork out of Quality Assurance & take control of Your Success
CallFinder's solutions transcribe and analyze every recorded customer interaction to provide a nuanced understanding customer 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 a dedicated 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.