SentiSum automatically categorises support queries and surveys with unparalleled accuracy and granularity.
Ticket insights will be accessible company wide without any manual effort from you or your agents. We also push tags to your help desk to enable scalable, time-saving automations.
"I can now easily show the rest of the company what's driving customer contact and together we can drive positive change. It's exciting."
Director of Customer Service, +$50m revenue fast-growth company
SentiSum's core technology is a machine-learning based NLP engine.
It's designed to uncover ticket tag insights that are:
1/ Accurate: It tags based on meaning, not keywords.
2/ Granular: It applies topics at a root cause level.
3/ Up-to-date: It surfaces new and trending issues.
You can trust them to underpin strategic change across your business.
P.s. We're multilingual and multichannel (even voice).
Automate your support ticket tagging and report actionable insight with ease.
Automated, granular CSAT analytics—even when no explanation is provided.
Whether the topic is urgent or the customer sounds angry, respond faster to important tickets.
Assign a particular agent or team depending on the topic of conversation.
Automatically turn angry reviews or social media comments into tickets to be handled.
Suggest the right response for the ticket, so agents can respond quickly and efficiently.
SentiSum applies 'reasons for contact' in real-time and then makes those insights easy to access.
With our simple-to-use dashboard, reporting will become a 15-minute job instead of one that takes hours.
The consistency and accuracy of our AI means you'll be more confident than ever that in what you're reporting.
High volumes of fresh CSAT survey results are difficult to analyse. Especially when most don't have context.
We pull in additional data, and automate sentiment analytics, to give you a complete picture of the drivers of customer satisfaction.
Have your customer queries automatically prioritised based on urgency, risk and sentiment.
Some tickets have higher importance, we'll help you reduce first response times to them.
Auto-assign support queries to the right team or individual in real-time. Your overall average handle time and first response time will reduce significantly.
SentiSum automatically turns every negative customer review and social media comment into a support ticket.
You'll be able to run damage control quickly to maintain your positive brand and catch customers before they churn.
Our intelligent macro-suggestions save agents significant time searching for template responses and ensure customers get a response faster.
SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.
“The biggest impact on our customer-company relationship has been a much clearer impact "to do" list for teams in their efforts to reduce customer friction."
Sean Mckee
Director of CX & eCommerce
