Emotional Intelligence is an edge.

The single biggest risk in compliance and CX? Not knowing how your customers feel.

The unknown unknowns in every customer interaction.

Do you know if a customer is mildly annoyed or seething with rage? If they’re so apathetic they’ll churn? Can you spot when they’re vulnerable? Or trying to commit fraud? 

When businesses can’t react to the reality of how their customers feel, it has a direct and lasting impact on the bottom line. 

  • Customers churn faster than CX teams can stop them.

  • Compliance risks rise while agents become more overwhelmed. 

  • Technology investments skyrocket even as CSAT scores plummet. 

Your most effective agents notice how customers feel in milliseconds because they’re emotionally intelligent enough to sense the difference between anger and disappointment, apathy and satisfaction, sarcasm and joy.

But what about the rest of your agents? And what about your bots? 

The harsh reality for most businesses is that they’re blind to the single biggest risk in compliance and customer experience – they don’t know how their customers really feel.

This is why the only way to sustainably improve how customers experience compliance is to reliably improve how agents understand customers. 

Emotional Intelligence transforms the customer experience.

When agents and bots have a clear understanding of how customers actually feel while they’re talking to them, some important things become possible. 

  • More customers have a better experience meaning fewer churn and CSAT scores soar.

  • More of your agents perform as well as your best agents because they know what they’re dealing with. 

  • Your contact centres resolve customer issues faster so they can handle more calls in the same amount of time. 

Put simply, every single compliance monitoring, quality assurance and CX process delivers better results, more predictably. 

And your customers are grateful for it.

So how do you scale Emotional Intelligence?

Most AI investments in compliance and CX processes are implemented primarily to lower costs. The problem is that in practice, as these investments grow, customer satisfaction scores plummet. Because when your customers aren’t happy, everything suffers. 

But when you implement AI to better understand your customers, all your metrics naturally improve and your costs naturally shrink. 

Sentient Machines has built an Emotional Intelligence Engine that uses multimodal AI to interpret how your customers really feel in real time. 

  • It gives every agent and bot an accurate interpretation of a customer’s nuanced emotions based on text and audio while they’re talking to them. 

  • It gives CX leaders and managers a real-time view of vulnerabilities, negative reactions and learning opportunities so you can solve problems faster. 

  • And it gives compliance leaders a Customer-first view of how agents are performing. 

It’s a reliable, scalable, real-time view of why customers are making contact and how they feel about interacting with your agents. 

This is how you ensure every agent and bot performs as well as your best agents.

The result? Faster resolution times, higher CSAT scores, fewer escalations, more sales and lower churn. 

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.

100% productivity boost

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340% increased sales

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20% cost savings

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90% team efficiency gains

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50% less compliance breaches

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100% productivity boost ~ 340% increased sales ~ 20% cost savings ~ 90% team efficiency gains ~ 50% less compliance breaches ~