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SOFTWARE
Highly granular AI tagging software
SentiSum's AI tagging software applies granular 'reasons for contact' to support tickets in real-time. We make insights from every ticket easy to access, so you can report on tags in minutes and drive company wide improvements.
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"No more tagging, just root cause insights on-demand. Every team has started using support insights!"
Director of Customer Service, +$50m revenue fast-growth company
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How it works
SentiSum is built using machine-learning based NLP. It's designed to understand and tag customer contacts in a way that's:
1/ Accurate: It tags based on meaning, not keywords.
2/ Granular: Tags get to the root cause of the topic.
3/ Real-time: Everything happens in milliseconds.
You can trust SentiSum tags to underpin strategic change across your business.
P.s. We cover 100s of languages and channels (even voice.)
Report by ticket tag across every channel
With SentiSum's simple-to-use UI, you won't need technical know-how to understand the topic and sentiment of every support ticket.
You, or anyone in your team, can simply switch between contact channels, filter by topic or subtopic, and have instant access to granular AI tags across every contact channel.
AI tagging that powers auto-routing and prioritisation
There's no longer any need to rely on customer's self-tagging or an agent manually tagging tickets. Blast through queues by getting requests in the right inbox automatically, in real-time.
AI tagging that learns and identifies anomalies
Tickets can often get lost in a large queue, with SentiSum's AI tagging you'll never miss a high priority issue and our machine-learning will surface trending or anomalous support ticket queries..
Why replace your existing tagging system?
Most tagging systems take a lot of manual work or the insights can't be trusted to back up business decisions. Usually tags are inaccurate, inconsistent or generic, so customer support is like a black box.
Before SentiSum
- Tags are broad and require manual digging
- Tags become outdated so insight is missed
- Tags are based on 'keywords' = inaccurate
- Tags are applied inconsistently by agents
- Reporting is still time-consuming
After SentiSum
- Tags are granular and get to the heart of the issue
- Tag taxonomies are continuously up-to-date
- Tagging is machine-learning based = accurate
- Tags are applied consistently to 100% of your tickets
- Reporting is made simple with automation
- Tags can be trusted to guide triggers, automations and company-wide improvements
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.
How intelligent systems improve customer service
Intelligent automations, like AI tagging software, improves customer service in a number of ways.
Firstly, it allows you to leverage customer service data to understand issues facing your customers. Once you know what those issues are, you can start to fix them. This creates a beautiful feedback loop where, over time, customer service deals with less requests because your product and operations have been improved to the point where customers are, simply, happy.
Secondly, AI for customer service automations give back time to your agents. Agents with more time are happier and can spend more time talking to and engaging your customers.
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“We can now proactively identify negative feedback, respond to it, and fix issues.”
Jack Ames
Contact Centre Manager
See it in action
