AI-powered ticket tagging automation for Freshdesk

SentiSum uses NLP technology to accurately tag every support query at a granular level. You'll have one consistent understanding of why customers are contacting you across every contact channel.

Find us in the Freshworks marketplace.

Before and after NLP zendesk sentiment analytics and zendesk automated software is implemented

"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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What it looks like to use machine learning tagging in your customer support system

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.)

About our tech

Built to save you time

Customer insights single source of truth

A simple-to-use single source of truth

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.

Make support tickets searchable

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.

Search bar image for showing how support tickets become searchable
A daily email full of customer insights

Get 'reasons for contact' trends in your inbox

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.

Integrate natively into your Freshdesk

We push tags directly to Freshdesk so they can be used for analysis, routing and prioritisation.

Search bar image for showing how support tickets become searchable

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.

Explore integrations

What you can do with SentiSum

Automated tagging engine

Extract granular, actionable insight from customer conversations.

Learn more

Auto-prioritisation and triage

Route and prioritise tickets based on their topic and sentiment.

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Survey & review insights

Understand the topic and sentiment of 100% of CSAT & NPS surveys.

Learn more

Monitor reviews & social comments

Automatically turn angry reviews or social comments into tickets.

Learn more

Must-reads

ai buying guide cover
SOFTWARE

You must test an AI-analytics tool on your own data.

Read more
Impact of AI tagging Image
IMPACT

How to use ticket tags across your organisation.

Read more
Machine learning ticket tagging
TECHNOLOGY

Machine learning vs. Keyword tagging

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

Jack Ames

Contact Centre Manager

See it in action