Sentiment Analysis
Find the Unhappy Calls in One Filter.Call sentiment analysis that marks every call positive, neutral or negative.
SIYA marks every analyzed call positive, neutral or negative, in a field of its own. Filter the call list to the negative ones, see each rep’s daily sentiment mix, and follow up with the customers who need it, without spending an afternoon listening back.
- Positive, neutral or negative
- Filter the call list by it
- Daily totals per rep
How it works
- A call endsRecorded and transcribed
- SIYA reads itOne verdict for the whole call
- Sentiment savedPositive, neutral or negative
- Filter for the bad onesNegative calls, one filter away
Unhappy Customers Don’t Stay Hidden.
Filter the call list by sentiment, with a minimum score if you want, instead of listening at random.
Positive, neutral or negative for the whole call, so there is nothing to interpret.
Sentiment is tallied per rep overnight, so two weeks read as one figure per person.
A call too short to judge is marked neutral, not stretched into a verdict.
Sentiment on Every Call in Three Steps.
Take Your Calls
Every recorded call is analyzed after it ends, sentiment included.
Filter the Call List
Pick negative, neutral or positive, add a minimum score if you like, and see the calls that match.
Follow Up and Coach
Call back the unhappy customers, and use each rep’s daily sentiment mix in coaching.
What Is Call Sentiment Analysis, and How Do You Use It?
Call sentiment analysis judges how a phone call went for the customer. In Adoptiv, every analyzed call is marked positive, neutral or negative, in a field of its own, so finding yesterday’s bad calls is a filter rather than an afternoon of listening.
It is post-call sentiment: a verdict on the finished call, not a needle moving while somebody is still talking, and one word for the whole conversation rather than a reading per speaker or per minute. SIYA, Adoptiv’s AI trained on millions of real sales calls, reads the transcript and picks one of the three. Any other answer is rejected and the reading repeats. A call too short to judge is marked neutral.
That single word is what makes it useful. Filter the call list by sentiment, together with whether the call has been analyzed and a minimum overall score, to find negative calls fast. Each night, sentiment is tallied and averaged for each rep, so you can follow sentiment by agent over weeks.
Customer sentiment analysis tells you how the call landed. For how the conversation came across, there is tone analysis; for why they called, intent detection. Sentiment analysis for call centers works best alongside both, and all three come from the same reading of the call.
Customer Sentiment Analysis on Every Call.
One verdict per analyzed call, in a field you can filter on.
Filter the call list by sentiment, analysis state and minimum score together.
Tallied per rep each night, with a daily average to compare over time.
A verdict on the finished call, read from the whole transcript.
Calls too short to judge are marked neutral rather than guessed.
For Teams That Care How Calls Land.
Sentiment Analysis vs Waiting for Complaints.
| What | Listening back or waiting for complaints | With Adoptiv |
|---|---|---|
| Finding unhappy customers | Listening back or waiting for complaints: When they complain | With Adoptiv: Filter for negative calls |
| Calls covered | Listening back or waiting for complaints: The few someone listened to | With Adoptiv: Every analyzed call |
| Per-rep view | Listening back or waiting for complaints: Anecdotes | With Adoptiv: Daily tallies and averages per rep |
| Live alerts | Listening back or waiting for complaints: None | With Adoptiv: None: sentiment is something you look up |
Sentiment Analysis Questions, Answered.
What is call sentiment analysis?
AI that judges how a phone call went for the customer: positive, neutral or negative. Adoptiv marks every analyzed call, so you can find the unhappy ones without listening back.
Is sentiment shown live during the call?
No. Sentiment is a verdict on the finished call, not a meter that moves while someone is talking.
Is sentiment measured per speaker?
No. Each call gets one sentiment for the whole conversation. For how the conversation came across, see tone analysis.
Will I get alerts for negative calls?
No. Negative calls are something you filter for, not notifications pushed at your team.
Can I see sentiment by rep?
Yes. Each night, sentiment is tallied and averaged for each rep for the day before, so you can compare over time.
How do you measure customer sentiment on calls?
Have each call judged the same way on a simple scale. Adoptiv marks every analyzed call positive, neutral or negative, and tallies the results per rep each night.
Is sentiment the same as tone?
No. Sentiment is how the call landed for the customer. Tone describes how the conversation came across, such as clipped or apologetic.
What happens on very short calls?
They are marked neutral by design, rather than guessed at.
Is call sentiment analysis unlimited?
Yes, as part of AI call analysis on AI+ and Dialer Plus. The pricing page has current prices.
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