Ai Spotlight: Sentiment

Dialpad's Ai-powered Sentiment Analysis does the work for you, detecting the call's sentiment (good or bad!) in real-time! Ai will even tell you during your call if a positive sentiment was detected!

It's not only useful for Agents, Managers and Supervisors can see real-time call sentiment in the Live Calls dashboard, giving them the opportunity to listen-in or take over a call when needed. 

Let's dive into the details.

Benefits of Real-Time Sentiment

The ability to see live call sentiment gives Supervisor the chance to jump in and help on a challenging call. This prevents unnecessary escalations and ensures that your CSAT scores stay nice and high. 

Ai Sales teams use Sentiment Analysis to track coachable moments and develop their team. Bringing concrete examples to a 1:1 or sharing them in a playlist helps train new reps on how to handle both positive and negative samples, reducing rep ramp time and freeing the manager to do more coaching elsewhere.

For Contact Center teams, knowing why a customer is frustrated or happy helps train agents on how to respond.

You can also quickly pull up calls with coachable moments by navigating to your Calls List in the Analytics dashboard and filtering for moments of interest.

This will tell you what customers have been reacting negatively or positively to. For example, you might find that your prospects have been expressing negative sentiments about a competitor—which you can filter just by adding the competitor's name as a keyword.

Types of Sentiment

Sentiment can range from very positive to very negative, and sentiment analysis tools should be able to identify and classify conversations as they evolve. 

Dialpad Ai highlights the good, the bad, and neutral sentiment to help you focus on what’s most important. 

Positive Sentiment identifies when the customer says something that indicates they are very pleased.

• "We loved the demo, it was very informative."
• "I absolutely love this feature!"

Negative Sentiment identifies when the customer says something that indicates they are frustrated or dissatisfied. 

• "This isn’t working and I’m getting really frustrated."
• "I'm extremely upset about this."

Neutral Sentiment identifies when the customer is says something that cannot be concretely defined as positive or negative. Remember, a conversation is fluid and not every sentence, word, or phrase is necessarily positive or negative.

• "I'll look into that tomorrow."
• "Okay, we'll do that."

How to Use Sentiment

With Ai and Supervisor Insights, Contact Center Supervisors can easily pinpoint the specific calls that require their attention with real-time sentiment and transcription analysis of their Agent's calls. 

Ensure Dialpad Ai is enabled, then navigate to your  Contact Center's Live Calls tab so see each live call's sentiment. 

Click View Call to see the transcript, and take advantage of Dialpad's call monitoring features if you feel like you need to listen in, join, or even take over the call. 

Sentiment Analytics

Managers can use the Analytics Dashboard to see how moments are trending over time. If negative sentiment is on the rise, they can dig into specific calls to get a better understanding of the trends. 

Head to your Admin Settings from Dialpad.com 

1. Navigate to Analytics
2. Select the Moments tab
3. Select the Moments filter
4. Choose the desired sentiment (positive or negative)
5. Choose if you'd like to review sentiment from the Agent or Caller side, or both
6. Select Apply

Click on any day to review the total moments fired, and on which side. 

You'll also see a total moments overview, with a detailed breakdown of mentions by Agent and Customer, and an Agent Leaderboard. 

Using Sentiment for Coaching 

Use this to understand what customers have been reacting negatively or positively to by diving into specific calls. 

To view all calls that have a negative or positive sentiment, head to your Admin Settings from Dialpad.com

1. Select Call History
2. Select the Moments filter
3. Choose the desired sentiment (positive or negative)
4. Choose if you'd like to review sentiment from the Agent or Caller side, or both
5. Select Apply

Click the Ai icon beside any listed call to open the Call Review tab where you'll be able to see the full details of the call. 

If a customer expresses negative sentiment about a competitor, consider adding that to a Real Time Assist card to highlight where you outperform that competitor. If a customer responds very positively to part of the pitch, be sure to reiterate that later and use it to refine your pitch. 

Sentiment Details

In addition to detecting when a customer expressed positive or negative sentiment, Dialpad also shows the exact sentence where our Ai classified it as positive or negative sentiment. This gives you more insight and a better understanding of why our models classified a specific sentence in a certain way.

To view the phrases allocated to each sentiment analytics, head to your Admin Settings from Dialpad.com

1. Select Call History
2. Select the Moments filter
3. Choose the desired sentiment (positive or negative)
4. Choose if you'd like to review sentiment from the Agent or Caller side, or both
5. Select Apply
6. Click the Ai Icon beside the call 
7. Select the Excerts tab in the call review

Here you'll see the captured phrases indicating why they were identified as being either positive or negative.

FAQs

Why can’t I see any calls with a positive or negative sentiment on the Agent side of the call?

Sentiment is a customer-side moment; it's only detected when the customer displays positive or negative sentiment.

Is Sentiment available for Coaching teams?

Yes! Managers with a Dialpad Ai Sales license can also filter for calls of interest through the Coaching Center. These calls can then be used for coaching; either in your next 1-1, or by sharing the playlist with your team.

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