Monitor customer conversations so you can respond to your customers appropriately and at scale. Use Tone & Sentiment detection to improve your bots conversational flows by analyzing which flows are leaving your customers happy or frustrated.
Our tone analyzer monitors customer emotions and can seamlessly switch to a live agent—based on your rules—whenever negative emotions such as worry, frustration, anger, or urgency are detected.
Re-direct your customers to the appropriate dialog strategy based on their detected tone & sentiment. For example, a customer who is having a negative experience can be re-directed to a reward or upgrade flow, a survey, or simply switched to a live agent.
Your bot will never truly feel emotion, but there’s something endearing about a system that can react according to emotions and moods. For example, if a bot detects anger it could react with a sad emoji, an encouraging quote, or friendly message. More than 80 percent of people say they will keep doing business with a company that provides a positive experience.