Intelligently prioritise support tickets

Automatically prioritise tickets based on urgency, risk and sentiment at scale.

Some tickets have higher importance, we'll help you reduce first response times to those tickets.

CSAT analytics and insights using AI automation

"It's easy to setup and the insights are accurate. Every team has started using customer conversation insights!"

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

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How it works

Watch a 30-second explainer below

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Intelligent prioritisation

SentiSum automates your 'reason for contact' ticket tagging using an accurate machine-learning engine.

Once you've got powerful ticket tags setup, you can easily prioritise support queries which are urgent, potentially harmful, or in some way important to your business.

About our tech

Built to save you time

Customer insights single source of truth platform

Respond quickly to those in need

Some topics lead customers to churn. Some could damage your brand image. Some are just time sensitive.

Using SentiSum, these cases will be automatically prioritised so your team can handle them efficiently.

Remove subjectivity from the priority process

Basic triggers and agent-driven prioritisation are often filled with inaccuracies that increase response time and hurt customer satisfaction.

We'll help you become confident you're prioritising the important tickets, while saving agents from hassle.

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

Realise value quickly

Setup time is fast. Our prioritisation system is implement-and-go, so you'll start seeing immediate impact on CSAT and average handle times.

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 data analysis

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

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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.

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Machine learning ticket tagging
TECHNOLOGY

Machine learning vs. Keyword tagging

Read more
“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