What is Voice and Sentiment Analysis in the Contact Center?

Voice and sentiment analysis in the contact centre is a solution that uses artificial intelligence (AI) to analyse customer interactions with your agents. By using advanced algorithms to identify patterns in tone, language, and emotions, this technology can provide deep insights into the customer experience and agent performance.

Real-Time Agent Assist with Sentiment Analysis

Real-time agent assist works alongside sentiment analysis using AI-powered algorithms to analyse customer interactions in real-time. This provides agents with actionable insights and recommendations that can help them resolve issues more effectively and efficiently. By detecting changes in customer sentiment, our solution can provide alerts to your agents, allowing them to adjust their tone and approach to better meet the customer’s needs.

Uses of Sentiment Analysis

Benefits of Voice and Sentiment Analysis

Implementing voice and sentiment analysis in the contact centre can bring a wide range of benefits to your business, including:

Protecting Vulnerable Customers

Real-time agent assist with sentiment analysis solutions can also be used to identify and protect vulnerable customers. By detecting changes in sentiment or emotional distress, sentiment analysis can provide alerts to your agents, allowing them to take appropriate action to support the customer. This can help to prevent vulnerable customers from experiencing harm or abuse and ensure that they receive the assistance they need.

At FourNet, we understand the importance of real-time agent assist with sentiment analysis and its ability to enhance the customer experience and protect vulnerable customers. That’s why we work with a range of solutions to help you implement and optimise this technology.

How You Can Get Started?

Our team of professional customer experience (CX) practitioners will perform a CX Data Diagnostic to highlight the pain points within your customer journey. This allows us to identify the root cause of your challenges and before we perform an on-site analysis.

We then deliver CX recommendations that are unique to your challenges that will get to the root-cause of your challenges, rather than patching up the issues.

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