Customer support sentiment analysis

This agent improves the experience of customers who call a support helpdesk for basic tasks such as account management or reporting lost or stolen cards. It analyzes sentiment dynamically from the caller’s voice, detecting basic emotions such as anger, fear, sadness, disgust, surprise, and enjoyment. The GenAI model assigns an emotional quotient to the conversation and generates scripts that a human or BOT agent can use to engage more meaningfully.

The agent automates multi-step tasks through tools and APIs, replacing manual sentiment detection and responses that are often inconsistent. Contact center agents, customers, and CX teams are the primary users. It aims to reduce cycle time and increase throughput for BFSI organizations. It connects to CRM systems such as Salesforce, contact center platforms, email and chat, and IVR.