Understanding Customer Sentiments in Real-Time

In the dynamic world of customer conversations, understanding the emotional tone behind each conversation is crucial. However, agents often lack the tools to gauge the sentiment of users engaging with Chatbots or Live Chat, leading to missed opportunities in personalizing customer conversations.

 

 

What is Sentiment Analysis?

Sentiment Analysis powered by exoMind, fills this gap by analyzing chat summaries and categorizing sentiments as Positive, Neutral, or Negative. This not only aids in understanding customer emotions but also streamlines the decision-making process in customer support.

 

How It Works: Intelligent, Intuitive, Immediate

Conversation Analysis

Analyzes the entire exchange between the customer and the chatbot or live chat agent.

 

Summary Creation

Generates a concise summary of the key points from the conversation.

 

Sentiment Evaluation

Categorizes the overall sentiment of the conversation as Positive, Neutral, or Negative, based on the summary.

 

Insight Extraction

Provides insights into the customer's emotional state during the conversation, aiding in better understanding and response strategies.

 

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Workflow of the Feature

Activate the Sentiment Analysis

  • To activate the Sentiment Analysis feature, admins must first enable the summary option. 
  • Once this is done, Sentiment Analysis becomes available for all agents associated with that admin. This feature will then be included in the summary block of both the Conversation Summary and Session Summary. 
  • Additionally, Admins and Supervisors will have the capability to view these summaries, complete with sentiment analysis, for any chatbots and agents where the feature has been enabled.

Use Cases of
Sentiment Analysis

Evaluate Customer Interactions

Gain deeper insights into how customers interact with your chatbot.

Proactive Customer Support

Anticipate customer needs and concerns by understanding their sentiment.

Sentiment Categorization

Segment customer interactions for targeted support and marketing strategies.

 

Upselling Opportunities

Leverage positive sentiments to make product recommendations and upsell effectively.

Sentiment Analysis
Benefits

1

Quickly gauge emotions to tailor responses effectively, leading to more meaningful customer conversations.

2

Streamline your support processes. Understanding the tone of customer queries helps in prioritizing and responding more effectively.

3

Leverage sentiment insights to make informed decisions, enhancing customer engagement and satisfaction.

4

Seamlessly integrates into your existing chat systems, offering an intuitive, hassle-free user experience.

5

Token-based pricing model to fit your business needs.

Powering 7000+ Businesses in 60+ countries

Exotel is a leading Connected Customer
Conversation Platform

Take the Next Step

Empower your team with the tools they need to understand and respond to customer emotions like never before.

 

 

Explore Sentiment Analysis
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