Emotional Intelligence Assistant

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

  • Improve customer satisfaction and reduce churn.

  • Help every agent perform as well as your best agents.

  • Bring real-world interactions to agent training to improve performance.

Screenshot of a text conversation or script discussing customer service and irritation issues, including dialogue between a customer and an agent, with highlighted words like 'negative' and 'irritation'.

Show your agents how your customers really feel.

  • Screenshot of a customer service chat conversation involving an agent and customer discussing sending a message to a local branch.

    Give agents real-time suggestions that improve their performance.

  • A chat conversation with a positive sentiment, showing four repeated messages saying 'positive' on the left, and corresponding responses from an agent and customer on the right, expressing gratitude and appreciation.

    Deliver guidance to agents based on the most successful interactions.

  • Customer service dialogue showing escalation of irritation and negative responses pertaining to a missing check, with a note encouraging agents to increase irritation and take ownership.

    Immediately interpret how customers really feel in every interaction.

  • Screenshot of a chat conversation about an urgent replacement, with a supervisor and distribution alert, and a customer expressing worry.

    Trigger alerts to escalate critical events like churn or potential complaints.

  • Screenshot of a digital interface showing a section titled "Future Focus" with options for feedback status, auto tags for encouraging or discouraging comments, and a list of emotional words on the right side, such as "gratitude," "disappointment," "anger," and "frustration."

    Automatically score all customer interactions based on your values.

Common use cases

Arm every agent with real-time emotional intelligence. 

  • Empower your agents with an accurate view of how customers really feel.

  • Curate training based on automated suggestions from real customer interactions.

  • Help agents determine when vulnerable customer issues need to be escalated.

Improve the performance of bots.

  • Augment the quality of automated interactions with accurate emotional intelligence. 

  • Use emotional intelligence to determine which customers need humans.

  • Continuously improve the performance of bots with guidance based on your values.

Increase the likelihood of sales.

  • Help agents and bots identify the right opportunities for cross and upselling.

  • Empower agents with automated suggestions that are likelier to convert.

  • Educate agents based on detailed breakdowns of successful interactions.

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 illustration of a network of interconnected nodes and lines on a purple and blue background, resembling a neural network or blockchain concept.

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

Dashboard displaying contact data and sentiment analysis for January 2020, with charts showing contact types, agent responses, and sentiment trends.
Screenshot of a timeline with labels for customer, agent, bookmarks, and playback controls. Below, a transcript of a conversation with color-coded text indicating different emotions and labels such as frustration, irritation, and business opportunity.

Emotional Analytics Dashboard

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

Screenshot of a table displaying assessment data, 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, days between contact and assessment, vulnerability risk, and details.
Screenshot of a cybersecurity survey section on identifying customer vulnerability triggers through active listening, with options to select outcome and process followed, and tags indicating potential vulnerability.

Customer-first Compliance Dashboard

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

Let’s talk.

How would your business benefit from more emotionally intelligent agents?