How Sentiment Detection Works
CallFinder’s transcription engine uses intelligence gathered within interactions to scan calls for specific words (sentiment) and tone (emotion).
At its simplest, sentiment detection 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.