Sentiment & Keyword Analysis
Where the Call Turned, and What They Keep Saying
Each call is marked for how it felt, including the moment it dropped, and scanned for the phrases you care about. A rise in “cancel” on accounts shows up as a count, not as something a manager half-remembers.
“cancel”
Accounts · up this week
What Gets Pulled Out of the Conversation
How the Call Felt, Not Just the Ending
A call can end politely and still have turned sour on hold. Sentiment is tracked through the conversation, so you can see where it changed.
The Mix, Over Time
Negative, neutral, and positive across the calls you choose: a queue, a month, inbound against outbound. A shift is a share, not a feeling.
Phrases You Asked to Watch
“Cancel”, “the invoice”, a competitor's name, “speak to a person”. You see how often each one comes up, and whether it is rising, by queue.
A Phrase You Hadn't Listed
When something starts appearing well above its usual rate, it surfaces anyway. That is often the first sign of a billing error or a bad campaign.
Why They Called
Reasons group up beside the mood: billing, a booking, a complaint. You can see which reasons are carrying the negative calls.
An Alert the Same Day
Set a threshold on mood or on a phrase. A spike in angry calls about one thing reaches the person who can do something about it.
- Greeting0:40Neutral
- Put on hold2:10Drops
- Balance explained4:05Recovers
What Hearing the Pattern Is Worth
You Hear It Before the Reviews Do
People tell the phone team about a problem days before they write it down in public. The count makes that useful.
“A Few People Mentioned It” Becomes a Number
How many, on which queue, and whether it is rising. The anecdote from one shift is no longer the whole report.
You Can See the Moment It Turned
Hold, the price, the transfer. Fixing the call means knowing which of those did it, not only that the caller was unhappy at the end.
The Rest of the Business Gets the Same Evidence
Product and billing can see the phrase and the queue, rather than a summary of what the phone team remembers.
The Rest of Call Analytics
Mood and phrasing sit next to whether the call followed the queue, how it scored, and how each person is trending.
Flag a call as a low, medium, or high risk of an SOP breach, then have a person confirm it.
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