Semi-supervised natural language processing

Support tickets are a rich and valuable source of customer feedback. However, they're unstructured, unpredictable and often high volume.

At its core, our system is built around the latest developments in machine learning-based NLP. When it processes historical ticket logs, our system accurately understands the specific meaning and emotion of qualitative text—even if it's unstructured and unpredictable.

Support ticket prioritisation

"No more tagging, just root cause insights on-demand. Every team has started using support insights!"

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

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The core

• All our technology is built in-house. Years of experience and learning have gone into it.

• We can analyse any channel of conversation or feedback. Our latest release includes voice calls, too.

• Our AI is customised to your data—which means its granular and accurate, whatever the industry.

• It surfaces insights in real-time (well, a few seconds).

• It's continuously supervised by our team of NLP scientists to ensure it's accurate.

Things worth knowing

SentiSums NLP engine

What is NLP?

Machine learning-based systems learn rules and patterns from the data based on statistical inference.

"ML based systems are more robust when it comes to analysing misspelled words or ones that haven't been seen before. A rule based system would need a lot of rules to capture all three of these tickets, and output would need explicit error handling, which is time-consuming and difficult." Read more below.

NLP + Zendesk
SentiSums automated prioritisation

What are our 'advanced tags'

Our data science team has developed a robust understanding of the topics and sentiment that typically lead to churn and dissatisfaction.

This means we have prioritise and route tickets based on urgency and risk. For example, our technology knows that 'cancel order' is an unhappy customer, but also that 'out of stock' creates a lot of anger, too.

By integrating with you help desk, we can prioritise urgent tickets efficiently to help reduce churn and further dissatisfaction.

Why replace your existing tagging system?

Most tagging systems take a lot of manual work or the insights can't be trusted to back up business decisions. Usually tags are inaccurate, inconsistent or generic, so customer support is like a black box.

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
  • Tags can be trusted to guide triggers, automations and company-wide improvements

Which channels?

Integrations with all the usual providers. Anything that's voice or text—we got it.

Explore integrations

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
"It really helps us understand not only what our customers are saying but how they are feeling."

Sean Mckee

Director of CX & eCommerce

See it in action