SMILE.CX ANALYTICS
CX Sentiment Analysis
Unlock crucial customer insights to elevate your business strategy.
In a competitive business landscape swift resolution of negative customer experiences becomes a strategic advantage. CX Sentiment Analysis, a software tool by Covisian, offers an innovative approach for customer-centric companies.
CX Sentiment Analysis utilizes GenAI and advanced prompts to extract sentiment ratings and their changes during conversations. A proprietary Machine Learning model is used for emotion analysis based on tone of voice.
This tool excels in identifying sentiments within transcripts of agent-customer interactions, pinpointing signals of satisfaction and dissatisfaction. It enables prompt intervention in negative scenarios, fostering enduring customer relationships and resolving customer dissatisfaction. Additionally, through transcript analysis, overall customer satisfaction levels can be calculated and trended over time.
Product benefits
Timeliness
Prompt identification of negative feedback enables swift intervention, effectively managing new critical issues and enhancing customer satisfaction.
Global sentiment
Measuring overall customer satisfaction and its trend over time enables dynamic adaptation of new strategies and continuous improvement of the customer experience.
Loyalty
Understanding and responding to customer emotions builds lasting relationships, fostering a bond that enhances customer loyalty and corporate retention.
Key Features
Sentiment Detection from Transcriptions of Audio, Chats, Emails, etc.
Separate Tracking for Agent and Customer Sentiment
Detection of Changes in Sentiment Throughout the Call
Emotion Recognition Based on Tone of Voice (Audio Only, not available yet)
Easy to configure prompt
Functional specifications
CX Sentiment Analysis is a cloud-based software accessed via any web browser, eliminating the need for PC installation. Enjoy the same intuitive user interface as the entire Covisian product suite, ensuring seamless navigation and user experience.