SOFTWARE
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SentiSum's customer service analytics turns conversations into insight. Our AI automatically tags support tickets with unparalleled granularity, accuracy and timeliness, so you have clarity on your customer contacts at any scale.
"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
SentiSum's core technology is a machine-learning based NLP engine.
It's designed to uncover ticket tag insights that are:
1/ Accurate: It tags based on meaning, not keywords.
2/ Granular: It applies topics at a root cause level.
3/ Up-to-date: It surfaces new and trending issues.
You can trust them to underpin strategic change across your business.
P.s. We cover almost every language and contact channel (even voice).
Our insights dashboard makes tag insights accessible, but we can also push tags directly to Zendesk so they can be used for analysis, routing and prioritisation.
Watch the short video to see it in action.
Our analytics solution ties support tickets to CSAT surveys. You'll have a 360º view of every feedback and support channel, supercharge with additional context.
Like Google for customer support, you'll be able to answer questions from other teams by simply searching for an answer.
It's truly multichannel. We've even cracked voice—so you can search historical phone calls for insight.
Say goodbye to manually analytics and reporting. And welcome in a new age of insight that's uniform, easy, searchable and impactful.
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.
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.
“In less than 5 minutes, we are now able to understand the drivers of over 100k tickets”
Catherine Onions
Head of Customer Service
