Emotional Analytics Dashboard

Show your board, senior managers and CX leaders how customer interactions are going in near-real time. 

  • Reduce customer churn and improve CSAT scores.

  • Improve agent performance to resolve more calls more rapidly.

  • Identify key issues and learning opportunities as soon as they emerge.

Dashboard displaying customer contact data with various charts, filters, and performance metrics for January 2020, including contact types, sentiment analysis, and activity over time.

See how your customer experience performs in near-real time. 

  • A comprehensive table of varied customer contact reasons in the financial sector, including 'Short Settlement,' 'Tax,' 'Account Information,' 'Transfer Process,' and 'Account Transfer' among others.

    Identify why customers made contact.

  • Bar chart showing positive, negative, and neutral comparison results for various individuals, with a total of 4 positive outcomes, and a gauge indicating a confidence level of 86.01%.

    See how customers feel while they’re interacting with agents and bots.

  • A digital screenshot of a contacts review table displaying review status, agent, date, sentiment, change, and summary of customer interactions.

    Discover opportunities to improve agent performance.

  • Bar graph with percentage comparisons for different categories, showing positive in green and negative in red, with some categories shaded in grey.

    Zero in on operational bottlenecks that increase customer dissatisfaction.

  • Bar chart showing the number of calls without rephrasing suggestions for agents, categorized by NPS scores from 0 to 10. The chart indicates the highest frequency of calls at NPS 10 with 238 calls, and the fewest at NPS 2 with 3 calls, with color coding from red to green based on score range.

    Decipher NPS and CSAT scores based on real customer interactions.

Common use cases

Identify agents that need further training.

  • Use accurate data from real customer interactions to identify training opportunities. 

  • Curate training based on an agent’s previous interactions and experiences.

  • Share best practices based on the work done by your best agents.

Get alerts about customers that are likely to churn.

  • Ensure vulnerable and unhappy customers are escalated to senior staff.

  • Get near-real time alerts based on why customers make contact and how they feel. 

  • Show agents what leads to negative customer emotions and outcomes.

Understand why customers make contact and what they need.

  • Optimise self-help resources based on common reasons customers reach out.

  • Accurately identify the interactions that take too long to resolve and why. 

  • Detect common patterns that lead to negative customer outcomes.

Proven results

  • Productivity boost by correctly redirecting to self-help tools that reduce contact volume

  • Lower costs by reducing Average Handling Time through bespoke training suggestions in only 2 months.

  • Increased sales from positive engagement

  • More effective than state of the art.

  • Of our clients would recommend us to others

  • Increased Quality Assurance team efficiency.

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 B., 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 D., 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."

Steph H., Senior Compliance Manager at Pepperstone

A digital image of a network of interconnected nodes and lines against a purple and blue gradient background with reflections on a wet surface.

The Emotional Intelligence Engine

Our multimodal AI is powered by more than 25 algorithms using a self-learning deep neural network to interpret over 500 nuanced emotions, behaviours and events. 

How emotionally intelligent are your agents?

Get a free analysis of 5 customer interactions within 24 hours.

Apps that scale Emotional Intelligence

Screenshot of a spreadsheet showing assessment data with columns for agent name, department, team, product, CX grade, outcome, agent outcome, process followed, check type, source ID, source name, QA analyst, date of contact, assessment date, assessment completion date, days between contact and assessment, vulnerability risk, and details.
Screenshot of a form section titled 'Vulnerability/SCD' with a sub-section 'Identified a customer's vulnerability trigger / SCD through active listening', showing options for 'Outcome' and 'Process Followed,' and a label for 'Potential Vulnerability'.

Customer-first Compliance Dashboard

Actively manage quality assurance and compliance monitoring based on customer reactions.

Screenshot of a customer service chat with an agent, a customer, and an assistant, showing a conversation about patience, irritation, and taking ownership to resolve an issue.
Two women wearing headsets with microphones, in a call center or customer support environment, smiling as they get assistance from Emotional Intelligence Assistant from Sentient Machines.

Emotional Intelligence Assistant

Give every agent a real-time assistant that accurately interprets customer emotions. 

Let’s talk.

How would your business benefit from more emotionally intelligent agents?