
A more humane way to scale.
When businesses scale, there’s usually a trade-off. In order to serve more customers, their compliance and CX functions start looking for ways to cut costs. As they should.
But the technologies they invest in to cut costs typically result in a more frustrating customer experience. So CSAT scores plummet and more customers churn.
The problem is that it’s hard to scale the emotional intelligence needed to ensure every new customer gets the quality of service they deserve.
We’ve spent the last decade training AI to understand complex, nuanced human emotions so businesses can scale in more humane ways. Our curated data and proprietary algorithms identify over 500 complex and nuanced emotions like confusion, frustration and excitement.
So businesses can scale as rapidly as they need to without compromising on the single most important aspect of customer experience – understanding how customers feel.
This is emotional intelligence at scale.

OUR TEAM
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Founder and CEO
Danica is an entrepreneur and expert in Artificial Intelligence (AI) and Natural Language Processing (NLP). She earned her PhD in AI from the University of Sheffield in 2011, where she developed the FREyA system, which won the QALD-1 Challenge 2011 for question answering against DBpedia. Her career began as a software engineer, and she has since worked both in academia and on cutting-edge projects in industry including Apple’s Siri. Her academic research in Natural Language Processing is balanced with industry experience, having published more than 50 publications, and a book on text analytics, cited over 2000 times. She is passionate about applying AI to practical, transformative applications. Outside work, she enjoys sports, tango dancing, and traveling.
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Senior Software Engineer
Nick brings extensive experience in full-stack development, leveraging latest frameworks and technologies to build scalable, innovative solutions. He is recognised for delivering impactful web applications and cloud-based systems, collaborating with teams and mentoring junior developers while maintaining a focus on clean code and efficient design. Nick is passionate about emerging technologies and has a great deal of experience with making NLP applications scale.
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NLP and Speech
Initially trained as a System Control Engineer Xingyi moved to AI/NLP soon after graduating. He completed his MSc and PhD studies at the NLP group, at the University of Sheffield, working on Machine Translation. After finalising his PhD, he worked as machine translation engineer and on the cutting edge research projects such as Kconnect, working on several medical domain NLP tasks, including sentiment analysis, name entity recognition, suicidal ideation detection, and Semantic indexing.

Awards & Recognitions

OUR CUSTOMERS
Zopa
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The Telegraph
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Vonage
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Pepperstone
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Home Office
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Nationwide
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Octopus Energy
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Blue Sky
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Zopa 〰️ The Telegraph 〰️ Vonage 〰️ Pepperstone 〰️ Home Office 〰️ Nationwide 〰️ Octopus Energy 〰️ Blue Sky 〰️
“The Sentient platform let me identify which agents needed further training - saving me time by reducing the amount of people I had to coach, but also allowing me keep on top of my training requirements for those agents most in need”
Phil Bruce, Customer Service Coach at Vonage
“This technology is extremely valuable, both in terms of enabling companies to better understand their customers, but also to ensure that automation is not delivered at the expense of customer experience.”
Aaron Diss, Head of Customer Engagement at The Telegraph
“Sentient has been an absolute game-changer. I have used a variety of different call monitoring programs over the last 11 years and I have never been able to focus on the more important/high-risk calls. I’m no longer searching for a needle in a haystack."
Stephanie Holmes, Senior Compliance Manager at Pepperstone

Let’s talk.
How would your business benefit from more emotionally intelligent agents?