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.)
Simple Zendesk tag mapping across every channel
Our AI tag solution understand and applies multi-level ticket tags. You'll have a granular understanding of the topics driving customer contact—historically and today.
Search every ticket with Zendesk reporting based on ticket tag
Like Google for customer support, you'll be able to answer questions from other teams by simply searching for an answer.
It's truly multichannel. We've even cracked voice—so you can search historical phone calls for insight.
Say goodbye to manually analytics and reporting.
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.
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.
• 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•Tags become outdated so insight is missed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
• 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