How does sentiment analysis work?
Sentiment analysis works by having an AI model read a call transcript or a written conversation and classify its overall tone. In our builds, it runs as part of the analysis after each call or conversation, alongside the summary, lead score and outcome, and the result is written to the contact's record in your CRM.
Good to know: sentiment is a judgement, not a fact. Sarcasm, very short replies and mixed feelings can be misread, so treat it as a pointer to the transcript, not a replacement for reading it.
Why does sentiment analysis matter for a small business?
Sentiment analysis matters for a small business because a small team can't listen to every call. Sorting by sentiment shows which conversations went badly, so someone can step in quickly, and which callers sounded keen, so they get a fast follow-up. Over time it also shows which topics tend to frustrate customers.
What does sentiment analysis look like in practice?
Every call handled by one of our AI voice agents is recorded with its call details, the lead's details, a full transcript and recording, and a call analysis: summary, sentiment, call success, lead score and a next-action note. A sales team can see at a glance which calls need a person first.