SOFTWARE
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SentiSum's AI automation engine applies granular 'reasons for contact' tags in real-time. Insights from every ticket become easy to access, so you can report on tags in minutes and drive company wide improvements.
"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're multilingual and multichannel (even voice).
With SentiSum's simple-to-use UI, you won't need technical know-how to understand the topic and sentiment of every support ticket.
You, or anyone across your business, can simply switch between contact channels, filter by topic or subtopic, and have instant access to the issues facing your customers across every contact channel.
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 understanding technology, you'll even be able to search for terms within phone calls.
Say goodbye to manually digging through conversations.
Our daily digest email ensures you stay up-to-date with performance, top ticket drivers and the largest rises and falls in topics.
Subscribe anyone to bring company-wide access to support data. You'll see a refocus on customer experience that helps you to reduce ticket volumes.
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.
“The biggest impact on our customer-company relationship has been a much clearer impact "to do" list for teams in their efforts to reduce customer friction."
Sean Mckee
Director of CX & eCommerce
