Automated Whatsapp chat analysis using AI

Plug in to SentiSum's text analytics platform to get real-time customer insights from every Whatsapp chat.

Customer support ticket analytics and insights using AI automation

"I can now easily show the rest of the company what's driving customer contact and together we can drive positive change. It's exciting."

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

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Support ticket prioritisation

The intelligent engine

SentiSum's core technology is a machine-learning based NLP engine.

It's designed to uncover ticket tag insights that are:

1/ Accurate: It tags based on meaning, not keywords.

2/ Granular: It applies topics at a root cause level.

3/ Up-to-date: It surfaces new and trending issues.

You can trust them to underpin strategic change across your business.

P.s. We're multilingual and multichannel (even voice).

Improve your CX with your customer conversations

Whatsapp Chat Analysis | Auto topic & sentiment analytics

Save hours of analytics time with automated Whatsapp chat tagging

Forget manual analytics. Using SentiSum, all you have to do is log in to the dashboard and you'll have instant access to which topics are driving your customer conversations.

Quickly understand the topic volume and sentiment of every Whatsapp chat, so you can identify areas for improvement.

Get to the root cause of why customers are contacting you thanks to NLP

Natural language processing understand support tickets at a granular level. You can dive and deep dive into the real reasons customers are contacting you. No high level or generic topic tags.

Get to the root cause of why customers are contacting you thanks to NLP
Report game-changing customer insights in minutes

Report game-changing customer insights in minutes

To create real change, you must report customer insight in an actionable way, widely across your company. SentiSum makes that easy. Automatically subscribe anyone you want to a daily email that spreads trends in reason for contact and the top issues of each day.

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  • Tags become outdated so insight is missed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.

WhatsApp—will it be a big part of the future of customer support?

We recently covered this topic in full on our article titled, 'Is WhatsApp the future of customer support?'

The short answer is: quite probably.

We're seeing exponential growth in the number of business users and customers conversations happening over WhatsApp. It's one of the easiest to use and most widely known messengers platforms in the world, it would be crazy for companies to not start leveraging it to communicate with customers.

Zendesk reporting that they saw an 800% increase in conversations happening over WhatsApp. Which is likey due to the ease of use, fast distribution of rich media files, and automated messaging capability.

Read the article above to read our full analyses.


Making the case


What to look for in an AI for CX analytics tool

Read here

How AI tagging has cross-functional impact

Read here

Why ML-based tagging is better than keyword

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

Jack Ames

Contact Centre Manager

See it in action