Better, faster CX decisions. All thanks to support ticket analytics.

SentiSum's AI categorises your conversations with detailed topic, intent and sentiment tags.

Accelerate your decision-making with readily available root cause support insights for every meeting, CX project, or training session.

Customer support ticket 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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SentiSum tags tickets with unparalleled accuracy and granularity

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.)

About our tech

Democratise actionable insights from every conversation channel

A daily email full of customer insights

Get 'reasons for contact' trends in your inbox

Build transparency across your organisation with Daily Digests—trending topics, intents and sentiments delivered daily. Stay in-the-know and be alerted to rising issues.

Make support tickets searchable

Like Google for your support data, you'll be able to answer queries from other departments by simply searching any keyword or topic.

With the addition of our voice analytics technology, you'll even be able to search for terms within phone calls.

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Customer insights single source of truth

Bring all your feedback channels together

We integrate with all your customer conversation channels—voice included—as well as surveys, reviews and social media comments.

By democratising these insights in one, easy-to-use place, you make it easy for your organisation to make better, customer-centric decisions.

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.

Explore integrations
“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