Automated tags & intelligent workflows for support teams

SentiSum automates your support ticket tagging using a customised AI engine. We'll help you:

1/ Replace manual, inconsistent tagging

2/ Uncover and report 'reason for contact' trends before they become pain points

3/ Unlock intelligent workflows like routing, prioritisation and negative review monitoring

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"It's exciting to be able to easily show other departments what's causing huge increases in ticket volume or negative feedback."

Director of Customer Service, +$50m revenue fast-growth company

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Support ticket prioritisationAI Engine analytics for customer service

The technology

We build every customer a customised AI-tagging engine. It truly understands ticket topic, sentiment and importance within your unique business context.

For you, that means every ticket is tagged with accurate, actionable tags without the usual hassle. Those tags can be used for much more than voice of the customer insight. We put them at the heart of multiple automations that save you hours of agent time.

We're the only company to cover every contact & feedback channel in any language. Tickets, surveys, voice, German, you name it.

About our tech

What you can do with SentiSum

Automated tagging

Automate your support ticket tagging and reporting actionable insight with ease.

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100% CSAT insights

Automated, granular CSAT analytics—even when no explanation is provided.

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Auto-prioritisation

Whether the topic is urgent or the customer sounds angry, respond faster to important tickets.

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Auto-ticket routing

Assign a particular agent or team depending on the topic of conversation.

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Auto-monitor reviews

Automatically turn angry reviews or social media comments into tickets to be handled.

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Auto-suggest responses

Suggest the right response for the ticket, so agents can respond quickly and efficiently.

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SentiSum's daily digest automated reporting for support

Automate tagging and simplify contact reporting

SentiSum applies 'reasons for contact' in real-time and then makes those insights easy to access.

With our simple-to-use dashboard, reporting will become a 15-minute job instead of one that takes hours.

The consistency and accuracy of our AI means you'll be more confident than ever that in what you're reporting.

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Understand the drivers of 100% of CSAT surveys

High volumes of fresh CSAT survey results are difficult to analyse. Especially when most don't have context.

We pull in additional data, and automate sentiment analytics, to give you a complete picture of the drivers of customer satisfaction.

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CSAT before and after Sentisum
Customer service automation

Prioritise support requests automatically

Have your customer queries automatically prioritised based on urgency, risk and sentiment.

Some tickets have higher importance, we'll help you reduce first response times to them.

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Route tickets in real-time to the best team

Auto-assign support queries to the right team or individual in real-time. Your overall average handle time and first response time will reduce significantly.

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SentiSums auto-routing
SentiSum turns social comments and reviews into tickets

Tackle 100% of negative reviews & comments

SentiSum automatically turns every negative customer review and social media comment into a support ticket.

You'll be able to run damage control quickly to maintain your positive brand and catch customers before they churn.

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Suggest the right response for the moment

Our intelligent macro-suggestions save agents significant time searching for template responses and ensure customers get a response faster.

Auto-suggest macros

All your channels under one roof

SentiSum is a single source of truth. In one simple-to-use dashboard, you'll understand the topic and sentiment of every customer conversation, survey and review.

Explore integrations
“We can now proactively identify negative feedback, respond to it, and fix issues.”

Jack Ames

Contact Centre Manager

See it in action