“SentiSum helps us identify problems that previously went unnoticed and would have continued to cause issues for our customers.”
Jack, Contact Center Manager
Confidently understand reasons for contact
SentiSum's customer service analytics turns conversations into insight. Our AI automatically tags support tickets with unparalleled granularity, accuracy and timeliness.
What if you could understand your customer contacts with ease?
Granular insights
AI uncovers detailed insights that make it easy to do root cause analysis.
Speed-to-insight
AI understand tickets in real-time so you can identify day-to-day anomalies.
Consistent insight
AI is automated so you always have up-to-date customer insights.
Know contact drivers in real-time
Our customers are confident they know what issues are impacting their customers at all times. Log in daily to review the main causes of customer contact and be alerted to new and rising topics.
“In less than 5 minutes, we are now able to understand the drivers of our advocacy from over 100k tickets”
Catherine Onions, Head of Customer Service
Conduct root cause analysis with ease
Many companies tag support tickets with macro-level topics like 'delivery'. Using SentiSum, you'll have micro level ticket tags so you can easily deep dive reasons for contact.
“I better understand patterns now and over time which leads the team to taking action on customer friction."
Sean Mckee, Director of CX & eCommerce
Lead long-term, proactive change
High level ticket insights aren't enough to get buy-in from other teams in your organisation. SentiSum will give you specific issues and concrete numbers that other leaders can take action on.
“We use SentiSum to identify process improvements we need to make. Whilst the obvious ones have always been there, SentiSum helps us identify issues that previously went unnoticed."
Jack, Contact Centre Manager
Improve agent experience
Much of a support agents job is repetitive and administrative. SentiSum's automations hand back time and headspace to your team, letting them do what they do best.
“SentiSum took away manual collation of data. It helped us drive change without the manual effort of building evidence that something needs to improve."
Saif, Contact Centre Manager
Product features
Customised taxonomy
We'll build you a customised tag taxonomy that's specific to your data. That makes our insights uniquely accurate and granular.
Hierarchical ticket tagging
Our AI tags tickets at multiple levels. From generic, when you want a high level overview, down to the fundamental problem.
Contextual ticket tagging
When checking in on our platform, you'll be able to see additional context around a problem, like location of the issue.
Simple-to-use
Everything complicated is done by us. Our platform is built to be easy to understand by anyone. All you need to do is log in.
Anomaly alerting
SentiSum flags anomalies in your tickets. So if an issue is suddenly affecting your customers, you'll know and can take preventive action.
Machine learning
We build you a unique algorithm that is quality assured. It's continuously improved over time by supervised machine learning.
Real-time insight
Our analytics are refreshed as frequently as you like. You can know new contact drivers instantly.
Truly multi-channel
We provide real-time analytics on any contact channel. Voice, email, and live chat included.
"We're buyer centric. Every customer can undertake a free trial first and you're never tied in to a long-term contract."
Sharad Khandelwal, Founder & CEO of SentiSum
