Intelligently auto-route support tickets to the right team

SentiSum helps you reduce average handle time and resolution time by accurately routing support tickets to the right team or individual using AI-based text analytics.

CSAT analytics and insights using AI automation

"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

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An image showing AI ticket tagging and automated support ticket tagging

Leverage AI-powered 'reason for contact' tags for routing

SentiSum's AI-engine applies granular 'reason for contact' tags to every support ticket.

Whatever the channel–voice through to live chat—we'll push topic tags back to your help desk so tickets can be routed to the best team or individual's inbox in real-time.

About our tech

AI for intelligent routing

A view of a particular inbox where the tickets are tagged with 'refunds' so have been routed here

Handle request efficiently

Some topics are complex. Some are time sensitive. Some just require a specific skillset.

With SentiSum, these cases will be automatically routed to a specific team or individual so they can handled efficiently.

In no time, you'll see reduced average handle time and improvement to your customer's satisfaction levels.

Create the best customer service experience

Routing tickets to the right team, the first time, improves your customer's experience by reducing the time-to-resolution.

Your agents will have the right tickets in their queue to handle, so they can resolve tickets faster.

Use CSAT for quality assurance (QA)
A daily email full of customer insights

Build teams around problems

Create teams of agents specialised in particular topics or skills. Route them tickets they've seen before to create efficiencies in your support department.

Improve customer experience by creating product-specialised teams, allowing them to work closely with product managers.

All your channels under one roof

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.

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What you can do with SentiSum

Automated tagging

Automate your support ticket tagging and report actionable insight with ease.

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100% CSAT insights

Automated, granular CSAT analytics—even when no explanation is provided.

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Whether the topic is urgent or the customer sounds angry, respond faster to important tickets.

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Auto-ticket routing

Assign a particular agent or team depending on the topic of conversation.

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Auto-monitor reviews

Automatically turn angry reviews or social media comments into tickets to be handled.

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Auto-suggest responses

Suggest the right response for the ticket, so agents can respond quickly and efficiently.

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Making the case


What to look for in an AI for CX analytics tool

Read here

How AI tagging has cross-functional impact

Read here

Why ML-based tagging is better than keyword

Read here
“In less than 5 minutes, we are now able to understand the drivers of over 100k tickets”

Catherine Onions

Head of Customer Service

See it in action