Customer-first Compliance Dashboard

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

  • Continuously improve every compliance-related process in near-real time. 

  • Detect and act upon compliance risks in every interaction across channels.

  • Improve agent performance by checking every event in every interaction.

Screenshot of a data table showing agent assessments, including columns for agent name, department, team, product, CX grade, outcome, agent outcome, process followed, check type, source ID, source name, QA analyst, contact date, assessment date, assessment completion date, contact and assessment days, vulnerability risk, and details.

See how your customers experience compliance. 

  • Screen display of data analytics dashboard with charts, filters, and contact information table.

    Rapidly detect outliers carrying high compliance risk such as vulnerability or fraud.

  • A chart showing positive and negative emotions. On the left side, labeled 'Sentient Machines,' are happy emotions with a green checkmark: happiness, good -> good, satisfaction, gratitude, excitement, positive. On the right side, with a red cross, are negative emotions: frustration, unfair, irritation, confusion, disappointment, disengagement, disgust, distress, embarrassment, fear, irritation.

    Encourage or discourage agent behaviours based on your company's unique values.

  • Dashboard showing 4,587 contacts with 143 negative and 48 positive cases. Negative cases decreased by 0.76%, positive cases increased by 0.13%. Green and red gauges display high and low levels, both near the maximum. Stat icons indicate percentage changes.

    Understand how customers feel in every interaction to continuously improve.

  • Screenshot of a data table showing department performance metrics, including categories like customer operations, financial support, specialist operations, and vulnerability specialists, with columns for assessed totals, percentages, and outcomes across performance and score views.

    Discover learning opportunities that can help agents improve their performance.

  • Screenshot of a customer feedback or review interface with tabs labeled Standard Not Met, Development Required, Achieved, and Advanced. A section titled 1.4 Future Focus encourages leaving the customer with a positive experience. Auto tags include Encourage and Discourage, with a pink arrow pointing to a list of emotional words on the right side, such as disappointment, frustration, unfair, and disengagement.

    Automatically score all customer interactions based on your values.

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 vulnerable customers.

  • 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.

Get comprehensive reporting based on how customers experience compliance.

  • Optimise agent performance based on the way customers react.

  • 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

Abstract digital network with interconnected nodes in shades of purple and blue, illuminated by scattered points of light.

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

Business analytics dashboard showing January 2020 customer contact data, including contacts, sentiment, and agent performance charts with filters and contact details.
Screenshot of a transcript from a conversation, showing text and labels such as 'Customer', 'Agent', and 'Bookmarks'. The dialogue includes discussions about leaving a deposit, proof of payment, and system status, with various tags like 'frustration', 'irritation', and 'negative'.

Emotional Analytics Dashboard

Show your board, senior managers and CX leaders how customers feel in near-real time. 

Screenshot of a chat conversation with text exchanges between an agent and a customer, including a dialogue snippet and an apology from an assistant.
Two women wearing headsets with microphones, smiling, in a customer service or call center environment.

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?