Improve CX with our customer support analytics

SentiSum's AI engine automates support ticket tagging with unparalleled accuracy and granularity. ‍ Simplify reporting with access to real-time trends & insights across every customer contact channel—even voice.

Customer support ticket analytics and insights using AI automation

"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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What it looks like to use machine learning tagging in your customer support system

How it works

SentiSum is built using machine-learning based NLP. It's designed to understand and tag customer contacts in a way that's:

1/ Accurate: It tags based on meaning, not keywords.

2/ Granular: Tags get to the root cause of the topic.

3/ Real-time: Everything happens in milliseconds.

You can trust SentiSum tags to underpin strategic change across your business.

P.s. We cover 100s of languages and channels (even voice.)

Empower your customer service team with real-time insights into why customers reach out to them

Customer Support Analytics | AI-based sentiment and text analytics

Powerful customer support analytics, presented simply

We've built a dashboard anyone can understand. Simply login and uncover granular ticket insights, and do your tag reporting in minutes.

SentiSum's AI-based customer support analytics analyses every conversation in real-time and uncovers granular topic and sentiment tags you can report easily. Share areas for CX improvement widely so you can reduce ticket volume.

Supercharge your CSAT analytics

We provide accurate sentiment and topic analytics on every CSAT survey. We add rare context to CSAT scores by tying scores together with the support tickets that drove them. You'll truly understand what's making your customers satisfied.

Supercharge your CSAT analytics
Make every channel searchable with multichannel support analytics

Make every channel searchable with multichannel support analytics

Most companies have siloed data. Especially those in support tickets. With our multi-channel integrations, we bring an unprecedented access to those siloes, all in one place. Even voice calls—a particularly difficult data form to access—we turn into text and insight, so you can ask questions of the data.

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

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.

What can intelligent automation do for customer service?

Customer service is a tricky business. You have to balance the needs of your customers with those of your employees, and you have to do it at scale.

The problem with customer service is that no matter what you do, there’s always going to be a limit on how much attention one person can pay to each individual case. And if you don’t keep up with demand, then people will start leaving negative reviews online or switching services entirely.

SentiSum helps customer support teams handle more cases by automating repetitive work and freeing up humans for higher-level tasks like building relationships and solving problems instead of just closing tickets as fast as possible.

Must-reads

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SOFTWARE

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

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Impact of AI tagging Image
IMPACT

How to use ticket tags across your organisation.

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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