Voice Intelligence Moment Spotlight: Sentiment

 

Tracking positive and negative sentiment is crucial for understanding how your customers feel during business conversations, helping you know where and when attention is needed.

Voice Intelligence (or 'Vi') Sentiment Analysis is an effective tool for both Sell and Contact Center teams.

Sell teams find Sentiment Analysis especially useful for tracking coachable moments on a call. Bringing these moments to a 1:1 or sharing them in a playlist can help 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 can help train agents on how to respond. Seeing the live sentiment of a call center can cue a Supervisor for when it might be good to jump in and help on a challenging call.

Using Positive & Negative Sentiment

Sentiment can range from very positive to very negative. We highlight the extremes to help you focus on what’s most important.

Positive Sentiment identifies and highlights whenever the customer says something to indicate that they are very happy or pleased with something. 

Example:

  • "We loved the demo, it was very informative."

Negative Sentiment identifies and highlights whenever the customer says something to indicate that they are very frustrated or annoyed with something. 

Example: 

  • "This isn’t working and I’m getting really frustrated."

How to Use Sentiment

Real-time Sentiment Analysis

With Vi and Supervisor Insights, Call 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 Voice Intelligence is enabled, then navigate to the Active Calls tab within the Call Center to display any calls marked with Attention or Negative sentiments.

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When especially negative situations arise on a call an "attention" indicator is prominently displayed. From here, a manager can decide to view the live transcription, listen or join to assist on the call.

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. 

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Find Calls of Interest

Find calls with coachable moments by navigating to the Calls List in Analytics and filtering for moments of interest. Use this to understand what customers have been reacting negatively or positively to. 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. 

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Managers with a Sell 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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Sentiment Explained

In addition to detecting when a customer expressed positive or negative sentiment, we also explain why our AI classified it as positive or negative sentiment. It gives you more insight and a better understanding of why our models classified a specific sentence in a certain way.

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Bolded words in the captured phrases indicate why they were identified as being either positive or negative.

Frequently Asked Questions (FAQs)

Why can’t I see any calls with the 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.

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