Customer Sentiment Monitoring
This system continuously analyzes voice, chat, and email interactions to detect customer frustration, urgency, or churn risk — before a ticket escalates or an account walks.
Voice Call Transcription
Customer support calls are recorded and transcribed in real-time using Whisper or Twilio voice pipelines.
Email + Chat Log Parsing
Incoming messages are parsed from help desks or inboxes — including intercom, Gmail, and chat transcripts.
Sentiment + Intent Detection
LLMs and sentiment classifiers extract emotional tone, escalation risk, and urgency cues per message or call.
Alert Routing
When risk is detected, Slack alerts or email pings notify account managers and CX teams in real-time.
Impact
Flagged churn risk 24–48 hours earlier, saved at-risk accounts, and improved CX escalation workflows dramatically.
Use Case
Detect CX risk in voice, email, and chat
Stack
Twilio, Whisper, OpenAI, Custom Sentiment Model, Slack API
Impact
Flagged at-risk accounts 1–2 days sooner
Integration Time
2–3 weeks
Sentiment Monitoring: Frequently Asked Questions
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