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.)
Auto-apply granular tags to every ticket within Zendesk
Our insights dashboard makes tag insights accessible, but we can also push tags directly to Zendesk so they can be used for analysis, routing and prioritisation.
Watch the short video to see it in action.
Push 'reasons for contact' to your inbox
We simplify reporting via a daily email that 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 Zendesk insights. You'll see a refocus on customer experience that helps you to reduce ticket volumes.
Get Zendesk insights across every contact & feedback channel
Have you ever felt like you're sitting on a lot of customer insight that isn't being used?
With our multi-channel integrations, we bring an unprecedented access to those siloes, all in one place.
Even voice calls—a particularly difficult data form to access—we turn into text and insight, so you can ask questions of the data.
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•Tags become outdated so insight is missed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