SentiSum's AI-powered support analytics applies granular reasons for contact and priority tags in real-time. Insights from every ticket become easy to access, so you can report on tags in minutes and drive company wide improvements.
Find us in the Freshworks marketplace.
"It's exciting to be able to easily show other departments what's causing huge increases in ticket volume or negative feedback."
Director of Customer Service, +$50m revenue fast-growth company
Whether it's voice, live chat, email or social media, our AI-engine applies multi-level 'reason for contact' tags in real-time.
Forget unmanageable or outdated taxonomies, our data-driven tags will ensure you're on top of new trends and can answer internal data queries quickly. You'll have more actionable information at your fingertips than ever.
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 the issues facing your customers across every contact channel.
Like Google for your support data, you'll be able to answer queries from other departments by simply searching any keyword or topic.
With the addition of our voice understanding technology, you'll even be able to search for terms within phone calls.
Say goodbye to manually digging through conversations.
Our daily digest email ensures you stay up-to-date with performance, top ticket drivers and the largest rises and falls in topics.
Subscribe anyone to bring company-wide access to support data. You'll see a refocus on customer experience that helps you to reduce ticket volumes.
We push tags directly to Freshdesk so they can be used for analysis, routing and prioritisation.
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.
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.
Automate your support ticket tagging and reporting actionable insight with ease.
Automated, granular CSAT analytics—even when no explanation is provided.
Whether the topic is urgent or the customer sounds angry, respond faster to important tickets.
Assign a particular agent or team depending on the topic of conversation.
Automatically turn angry reviews or social media comments into tickets to be handled.
Suggest the right response for the ticket, so agents can respond quickly and efficiently.
“The biggest impact on our customer-company relationship has been a much clearer impact "to do" list for teams in their efforts to reduce customer friction."
Director of CX & eCommerce