Our AI uncovers the reasons for customer contact from every conversation. Armed with this insight you can make evidence-backed decisions and drive cross-functional change.
Support tickets are the only pure form of customer feedback. They're rich, unbiased and actionable. Make unlocking your customer's voice your priority.
Tickets tagged inconsistently
Every ticket is tagged with granular topics
Tags need to be cleaned
We maintain useful tags for you
Tags are high-level like 'objection raised'
Tags are granular like 'missing item'
Historical logs are inaccessible
Analyse historical logs in minutes
Reasons for contact reporting is complex
Report reasons for contact with confidence
Automated tagging is rule-based and naive
Tagging is achieved through machine learning and is smart
Tagging is at a singular level
Tagging is hierarchical. You can drill down from high level to specifics.
Report actionable, unbiased insight to the rest of your company. Make them listen with data evidence.
Our dashboard is accessible to everyone. When teams across the company are fed insight every day, real change can happen.
"SentiSum are a catalyst for change. I better understand patterns now and over time which leads the team to taking action on customer friction. Less friction means more sales."
Director of Ecommerce & Customer experience
"SentiSum allows us to quickly identify very recent feedback that indicates a customer experienced unexpected work taking place at a hotel that has impacted their stay."
Head of Customer Service, British Airways
"SentiSum took away manual collation of 'reason for contact data'. It helped us drive change without the manual effort of building evidence that something needs to improve."
Head of Customer Service, large eCommerce retailer