Every call scored for tone and outcome the moment it ends. Here is what that actually means, how it works, and what businesses do with it.
Call sentiment analysis reads the tone and outcome of a conversation and gives it a score, so you can tell at a glance which calls went well and which did not. Instead of listening to a sample of recordings and hoping it is representative, you see every call rated automatically as soon as it ends.
When the call ends, the recording is converted to text. That alone is useful, because text is searchable and audio is not.
The system looks at signals across the whole conversation: the words used, the pace, who spoke and for how long, and where the silences fell. A frustrated customer sounds different from a satisfied one, and those differences are consistent enough to score reliably.
You set up the tags that matter to your business, such as pricing concerns, delivery questions or complaints, and calls are tagged automatically based on what was discussed. This is what turns scoring into something you can act on.
Rather than reviewing everything, you get the calls that matter. You can be emailed automatically when a call picks up a tag you care about, so a difficult conversation reaches you the same day instead of at the end of the month.
Traditional call search needs you to guess the exact words someone used. Semantic search looks for meaning instead, so a search for calls about late deliveries finds the customer who said their order never turned up. You do not have to know the phrasing in advance.
Fair to ask, and the answer should be specific. Your audio stays in the UK, AI processing happens in the EU, and transcripts and scores belong to you. Nothing is used to train third-party models, and a full data processing agreement is available before you sign. Access is role-based, so not everyone in the business can hear every recording.
Nothing extra. Transcription, semantic search, automatic tagging and sentiment scoring are included on both our plans, not held back for a higher tier. The only difference between our plans is how you pay for your calls.
