The Emotional Intelligence Engine

Our multimodal AI uses a self-learning deep neural network to interpret more than 500 nuanced emotions, behaviours and events every time a customer gets in touch. 

  • Observes emotions and behaviours in text and audio.

  • Determines what topics and events are being discussed.

  • Understands who said what, how they said it and what they didn’t say.

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See what customers feel and how agents perform in real time.

Our engine scores every interaction based on topical analysis, customer emotions and agent performance to identify ways to improve. 

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  • Improve customer satisfaction and lower churn by seeing how customers feel, why they’re engaging and what they’re going through.

    • How satisfied is the customer with the experience?

    • Is the customer in a vulnerable situation? 

    • What is the customer’s life situation right now? 

    • How has the customer’s sentiment changed through the interaction?

    • How likely is the customer to become a loyal promoter of the business?

  • Resolve cases faster by improving agent performance with granular training based on their interactions with customers. 

    • How clear is agent or bot in its message to the customer?

    • How empathetic was the agent towards the customer?

    • What were the agent’s motivations? 

    • What was the quality of the agent’s engagement? 

    • How good are the agent’s soft skills?

    • Have all compliance procedures been followed?

Diagram illustrating emotional intelligence engine processing customer interactions through neural networks, with agent qualities like clarity, empathy, motivation, engagement, and soft skills, and customer satisfaction factors like loyalty, dissatisfaction, vulnerability, life situation, and sentiment change. Visual elements include flowcharts, bar graphs, and a neural network diagram.

Trained on millions of interactions to identify 500+ emotions, behaviours and events

The Emotional Intelligence Engine is trained on 25+ proprietary algorithms and millions of curated customer interactions. 

  • Acoustic interpretation: Analysing pace, tone of voice, intonation, pauses and more.

  • Lexical interpretation: Understanding the words and phrases used as well as the context they’re used in.

  • Intent and emotional interpretation: Identifying over 500 nuanced emotions, behaviours and events that leads customers to engage.

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.

Certified security

The Emotional Intelligence Engine is a military-grade platform certified by Cyber Essentials, ISO 27001 certified servers and the National Cyber Security Centre.

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It’s easy to get started.

Run a pilot or start with a monthly rolling subscription (zero set-up fees). 

  1. Get a quote based on how many people are in your team and how many interactions such as calls or email/chat happen every month. 

  2. Sign our service agreement once you’ve validated our platform is in line with your infrastructure.

  3. We will connect to your telephony and CRM and you will start getting a real-time view of how your customers feel.

A flowchart illustrating the steps of a service or product onboarding process. It includes three main steps: 1. Get a Quote, 2. Sign Up, 3. Get Connected. The chart features logos of companies like Genesys, Zendesk, Twilio, Salesforce, and others. An arrow points upward toward a section labeled Measure improvements, with a small inset image of a detailed report or dashboard.
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How emotionally intelligent are your agents?

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

Apps that scale Emotional Intelligence

Emotional Analytics Dashboard

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

Customer-first Compliance Dashboard

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

Emotional Intelligence Assistant

Give every agent a real-time assistant that accurately interprets customer emotions, and assists with next best action. 

Let’s talk.

How would your business benefit from more emotionally intelligent agents?