Intelligently prioritise support tickets

Automatically prioritise tickets based on urgency, risk and sentiment at scale.

Some tickets have higher importance, we'll help you reduce first response times to those tickets.

CSAT 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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How it works

Watch a 30-second explainer below

An image showing AI ticket tagging and automated support ticket tagging

Intelligent prioritisation

SentiSum automates your 'reason for contact' ticket tagging using an accurate machine-learning engine.

Once you've got powerful ticket tags setup, you can easily prioritise support queries which are urgent, potentially harmful, or in some way important to your business.

About our tech

Built to save you time

Customer insights single source of truth platform

Respond quickly to those in need

Some topics lead customers to churn. Some could damage your brand image. Some are just time sensitive.

Using SentiSum, these cases will be automatically prioritised so your team can handle them efficiently.

Remove subjectivity from the priority process

Basic triggers and agent-driven prioritisation are often filled with inaccuracies that increase response time and hurt customer satisfaction.

We'll help you become confident you're prioritising the important tickets, while saving agents from hassle.

Use CSAT for quality assurance (QA)
A daily email full of customer insights

Realise value quickly

Setup time is fast. Our prioritisation system is implement-and-go, so you'll start seeing immediate impact on CSAT and average handle times.

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

Automate your support ticket tagging and report actionable insight with ease.

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100% CSAT insights

Automated, granular CSAT analytics—even when no explanation is provided.

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Whether the topic is urgent or the customer sounds angry, respond faster to important tickets.

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Auto-ticket routing

Assign a particular agent or team depending on the topic of conversation.

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Auto-monitor reviews

Automatically turn angry reviews or social media comments into tickets to be handled.

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Auto-suggest responses

Suggest the right response for the ticket, so agents can respond quickly and efficiently.

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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