Optimize customer support with Zendesk workflow automation

With SentiSum's workflow automation suite, your agents will save hours of time and handle tickets faster.

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

How it works

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 cover almost every language and contact channel (even voice).

Augementations, not automations

Zendesk workflow automation | AI-based automations

Granular, automated ticket tags

Let agents focus on service, and not on filling fields. Our AI-powered tagging engine is the #1 way to auto-apply granular ticket tags to support tickets as the come in.

Turn negative reviews and comments into tickets, automatically

Our sentiment analytics engine continuously analyses your review sites and social channels, and identifies negative feedback in real-time. You can respond quickly and prevent damaging brand events.

Turn negative reviews and comments into tickets, automatically
Intelligently route and prioritize tickets

Intelligently route and prioritize tickets

Our routing and prioritization Zendesk workflow automation ensures important or high impact tickets are queued first. You'll reduce time to first response on tickets that deserve it, and ensure every customer is satisfied.

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  • Tags become outdated so insight is missed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.

Zendesk workflow automation: skill routing in customer service

Skill routing in customer service is an organisational structure where customer support teams are structured into specialised sub-teams.

These teams are more experience in their area and can, therefore, handle requests faster. This works particularly well when you have a team to handle a urgent issue—for example, customers at high risk of leaving your company, those who are very angry and or have experienced an issue multiple times, could be handled by a dedicated team who are empowered to provide compensation immediately.


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
“In less than 5 minutes, we are now able to understand the drivers of over 100k tickets”

Catherine Onions

Head of Customer Service

See it in action