Sentiment analysis agent
Real-time sentiment analysis for smarter human agent interactions.
Publisher
PricewaterhouseCoopers
Product Details
This agent provides real-time analysis of caller sentiment to the human agent handling a call. With insight into the caller’s emotional state as the conversation unfolds, human agents can adjust their approach proactively and improve call outcomes.
The agent is designed for human agents handling customer calls and applies across industries. It integrates with existing call center systems to analyze live calls, giving agents in-call insights that aid call handling. This can improve call handling efficiency and customer satisfaction, since agents respond to how the caller feels rather than only to what the caller says.
Key Use Cases
In-Call Real-Time Sentiment Guidance
Analyzes live customer telephony feeds to deliver real-time emotional cues and contextual guidance to customer support representatives, driving faster de-escalation.
Contact Center Quality and Escalation Prevention
Monitors active support interactions to flag volatile caller sentiment, empowering supervisors to intervene or route calls to specialized retention teams.
Explore detailed deployment path
Requires Gemini. Access integration prerequisites, specialized agent configuration guides, and implementation documentation.