Sentiment & Topic Analysis.
Sentiment and topic analysis is part of AI Call Recap. Every recorded call is given an instant read on its overall tone and a breakdown of the subjects raised, each with its own sentiment, so you can see at a glance which conversations went well, which need a follow-up and which topics keep coming up.
Get in touchRead Every Call at a Glance.
- Overall sentiment. An instant read on the tone of the whole conversation.
- Topics. The key subjects raised, grouped, with sentiment applied to each, so the important points are easy to find and review.
- Searchable across calls. Recaps are stored in Archiving, so you can find every conversation about a particular topic.
Recaps arrive within minutes of the call ending, in the Elevate apps and the Archiving portal, and are kept for as long as your Archiving retention allows: 30 days on every licence, or one, three, seven or ten years.
AI Call Recap
What It Is Good For.
- Customer experience. Spot the conversations that went badly and follow them up before a frustrated customer becomes a lost one.
- Coaching and quality. Find good and bad examples quickly, and review how individual staff handle particular subjects.
- Business insight. See which topics are trending: a spike in calls about a product, a delivery problem or an invoice query shows up before it reaches a report.
- Accountability. When a call is disputed, the recap, sentiment and transcript give managers an objective account rather than memory alone.
Included on Essentials and Pro with call recording and Archiving switched on, which we set up for you.
Let’s Talk.
If your team could benefit from clearer visibility into how every call went and what customers are really calling about, we will talk through how it fits with your Elevate phone system.
Get in Touch.
