Sentiment Analysis

Detect Caller Sentiments with AI Insights

Our Sentiment Analysis feature takes the guesswork out of understanding customer interactions by providing sentiment insights after every call. Designed for customer-facing teams such as sales and support, this advanced AI Call Insights tool enables businesses to track customer emotions, determine agent performance, and improve overall service quality.

How Does Sentiment Analysis Work?

The United World Telecom Sentiment Analysis feature leverages AI to evaluate customer interactions and assign a sentiment rating based on a five-degree scale:

• Very Positive
• Positive
• Neutral
• Negative
• Very Negative

 

 

This is how our AI Sentiment Analysis feature works:

1. AI-Powered Call Evaluation: Post-call, the system evaluates call transcripts, language, and context to determine sentiment.
2. Easy-to-Find Insights: Sentiment results are displayed instantly in the control panel’s AI tab.
3. Actionable Feedback: Agents and managers can use the sentiment results to identify which calls need immediate action and strategize accordingly.
4. Deep Dive with Other Features: Read transcripts or listen to recordings and further investigate negatively rated calls for deeper insights.

This quick and reliable assessment enables businesses to identify and address critical interactions faster, ensuring no customer concern goes unnoticed.

Key Benefits of Sentiment Trends

So, what can you do by identifying caller sentiments and overall trends? These quick reports indicate how your business calls are performing. Agents and managers can use this information to investigate problem areas and determine ways to improve overall caller experience and service. Here are some key benefits of using Sentiment Analysis:

• Quickly review how inbound and outbound calls performed and identify calls requiring follow-ups or escalations.
• Analyze each call for customer sentiment and view results on an easy-to-read dashboard with access to transcripts and recordings.
• Use sentiment insights to identify recurring issues or trends in customer interactions.
• Get precise measurements of customer emotion, ranging from mostly negative to mostly positive.
• Equip agents with detailed sentiment feedback to refine their communication styles.
• Proactively address negative customer experiences before they escalate.
• Deliver personalized and empathetic support that resonates with your audience.
• Gain high-level visibility into agent or team-level sentiment trends to track overall performance.
• Managers can review performance trends and provide targeted coaching for agents.
• Improve processes, product offerings, and training strategies by investigating what went wrong in negatively rated calls.
• Apply filters and generate custom reports to get a micro-level view of customer interactions.
• Optimize call outcomes to increase customer retention and sales conversions.

Who Can Benefit from Sentiment Analysis?

Sentiment Analysis and our other AI call features can be used across different departments and functions. As these features focus primarily on determining and analyzing call data, content, and quality, they are most beneficial for a business’ customer-facing teams. Here’s how your business can use Sentiment Analysis:

Managers and Leadership: Monitor team and agent performance to ensure high-quality customer service is consistently delivered.

Sales Teams: Quickly identify calls with potential upsell opportunities or dissatisfied leads to tailor follow-ups for maximum impact.

Support Teams: Detect unhappy customers early, ensuring their concerns are addressed promptly and effectively.

Customer Success Teams: Track customer satisfaction over time to identify at-risk accounts for proactive engagement.

Marketing Teams: Identify trends in customer feedback to refine messaging and target audience strategies.

Use Sentiment Analysis Alongside AI Call Insights

Sentiment Analysis is a powerful tool on its own. But when combined with other features in our call insights suite—such as Call Recording and AI features like Call Summary and Call Transcription—it delivers unparalleled value for your business.

• Combine sentiment reports with call summaries to quickly understand the context and emotional tone of conversations without listening to the entire recording.
• Pair sentiment insights with transcriptions to analyze the exact language and phrases driving customer sentiment.
• Use sentiment insights to prioritize reviewing specific recordings, such as those flagged with a negative sentiment.

Experience detailed holistic reportings when you combine our different call analysis features. Together, these tools offer a comprehensive, data-driven approach to optimizing customer experiences, team performance, and operational efficiency.

Empower Your Team with Sentiment-Driven Performance Insights

Revolutionize the way you manage customer interactions by integrating Sentiment Analysis into your communication system. Since Sentiment Analysis is part of our AI product, all you need to do is activate AI Call Insights within your account!

Discover how actionable sentiment data can transform your customer-centric strategies and assist your sales and support teams.

Want to see how it works? Book a demo today or chat with our experts to learn more about Sentiment Analysis and our full suite of business phone features!

How to Set Up Sentiment Analysis?

To use our Sentiment Analysis feature, you’ll need to set up Call Recording and AI Call Insights:

1. In the control panel, click My Phone Numbers from the left-hand side of the dashboard.
2. Click on the Recording icon for your desired phone line.
3. You will first need to activate Call Recording — toggle the option from Status Off to Status On.
4. Then, turn on the AI Insights – Basic. This includes Call Transcription, Call Summary, and Sentiment Analysis.
   Note: You can also add Call Translation to automatically translate call transcriptions into your desired language.
5. Click Save Changes.

You will now have access to the AI Insights tab in the left-hand menu.

» Click to view Step-By-Step instructions.