Benefits Of Call Sentiment Analysis

Call sentiment analysis is highly essential to for understanding the emotional tone of the text as well as the call that offers key insights into customer satisfaction. It works using smart language algorithms. Its job is to identify and quantify the negatives as well as positives hidden inside the words. During the busy chat service, it becomes quite challenging to respond accurately and swiftly. So sentiment analysis helps in providing in-depth details into the true mood of the customer behind the messages.

Following are the advantages of sentiment analysis:

· Agent monitoring

· Upselling opportunities

· Training chatbots

· Handling multiple customers

· Identifying specific emotional triggers

· Adaptive customer service

Following is the list of speech analytics tools that are used extensively for the purpose of sentiment analysis:

· Dragon speech recognition

· Sonix

· Ozonetel Cloud Agent

· Wolfram mathematics

· Braina

· BigHand voice technology

· Speech Texter

· Subtitle

· Modal fluency of transcription

· I speech translator

· Smart Action Speech IVR system

· Reason8

·These tools are extremely beneficial for successful interpretation of the ongoing or recorded calls. Artificial intelligence is used for analysing the calls professionally. It should be kept in mind that these tools should be used effectively so as to reap maximum benefits.

·