Analyzing Customer Sentiment with Artificial Intelligence

Mar 19, 2020 9:00:00 AM / by Ahmed Reza posted in Marketing, Sentiment Analysis


Sentiment analysis is the interpretation and classification of emotions within voice (call) and text data (call transcription). With this process you can identify the customer’s sentiment toward products, brands or services in online conversations.

At Call Sumo we use sentiment analysis in determining the tone of the conversation for both the customer and the representative. We generate a “score” as a whole to identify which calls should be reviewed for training, and identify which conversations went well!

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