Intelligently auto-route support tickets to the right team

Accurately triage support tickets in real-time with SentiSum text analytics integration. Save your team hours of time sorting and routing support conversations.

CSAT analytics and insights using AI automation

"We've saved hours of time and significantly improved our customer's experience thanks to SentiSum."

Director of Customer Service, +$50m revenue fast-growth company

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An image showing AI ticket tagging and automated support ticket tagging

Triage tickets based on topic and sentiment

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.

Explore integrations

What you can do with SentiSum

Automated tagging engine

Extract granular, actionable insight from customer conversations.

Learn more

Auto-prioritisation and triage

Route and prioritise tickets based on their topic and sentiment.

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Survey & review insights

Understand the topic and sentiment of 100% of CSAT & NPS surveys.

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Monitor reviews & social comments

Automatically turn angry reviews or social comments into tickets.

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Must-reads

ai buying guide cover
SOFTWARE

You must test an AI-analytics tool on your own data.

Read more
Impact of AI tagging Image
IMPACT

How to use ticket tags across your organisation.

Read more
Machine learning ticket tagging
TECHNOLOGY

Machine learning vs. Keyword tagging

Read more
“We can now proactively identify negative feedback, respond to it, and fix issues.”

Jack Ames

Contact Centre Manager

See it in action