Turn conversations into insight. In real-time.
SentiSum is a fast-to-implement AI for support teams. We turn conversations into granular insight by automating and optimizing the ticket tagging process.
“SentiSum helps us identify problems that previously went unnoticed and would have continued to cause issues for our customers.”
Director of Customer Service, +$75m revenue eCommerce company
Understand your customer contact. At scale. With ease.
Prevent causes of tickets
AI uncovers detailed insights that make it easy to do root cause analysis.
Tackle issues as they happen
AI understands tickets in real-time so you can identify day-to-day anomalies.
Reduce contacts per order
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 quantify reasons for contact in real-time and 'show them the numbers'.
“I better understand patterns now and over time which leads the team to taking action on customer friction.”
Sean Mckee, Director of CX & eCommerce
Automatically route and prioritise tickets
Some tickets deserve extra attention. Using our tags you can route tickets within your help desk to relevant teams and prioritise important issues based on topic or sentiment.
“We can now proactively identify negative feedback, respond to it, and fix issues.”
Jack, Contact Centre Manager
Tackle ticket drivers with quantitative evidence
Easily quantify your qualitative data. Know what's driving that spike in tickets and already have the evidence to get it fixed.
“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
Why replace your existing tagging system?
Most of our customers were already tagging support tickets before they started using SentiSum.
We've seen that most tagging systems either still take a lot of manual work to get right or the insights can't be trusted to back up business decisions. Agents will always struggle to tag tickets accurately and consistently, and built-in tagging systems usually only apply generic tags based on keywords.
Before SentiSum
- Tags are broad and require manual digging
- Tags become outdated so insight is missed
- Tags are based on 'keywords' = inaccurate
- Tags are applied inconsistently by agents
- Reporting is still time-consuming
After SentiSum
- Tags are granular and get to the heart of the issue
- Tag taxonomies are continuously up-to-date
- Tagging is machine-learning based = accurate
- Tags are applied consistently to 100% of your tickets
- Reporting is made simple with automation
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.
"Our customers come first. We do all the manual work behind tag taxonomy creation and maintenance, and we'll never tie you in to a long-term contract."
