SentiSum vs Unwrap

Unwrap tags the trend. SentiSum prices it, assigns an owner, and proves the fix worked.

Unwrap auto-tags feedback from thousands of sources and flags a theme the moment it moves. SentiSum goes one layer deeper: it finds the specific failure inside that theme, prices what it’s costing you, routes it to the team that owns the fix, and measures whether the number actually falls. Built on your own data, across human agents and AI agents alike.

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Kyo answer card showing a root cause, its cost and the owning team

Trusted by high-volume retail, fintech and financial-services brands reading millions of customer conversations a year.

Comparison

SentiSum vs Unwrap, side by side

Compare SentiSum and Unwrap for customer feedback analytics and CX intelligence.

Product comparison

SentiSum

Unwrap

Built for

The whole organisation — Support, Product, Operations, Risk and Leadership read from one layer, and so do your AI agents and copilots

CX, Support and Product teams, each working from a dashboard into the same feedback pool

What it analyzes

Every customer conversation in full — calls, chats, tickets, emails, surveys, reviews and your AI bots plus transaction data, read end to end, not sampled

Feedback aggregated from thousands of sources — surveys, reviews, support tickets, calls, social — auto-tagged into themes

Proactive

An Early Warning agent watches continuously and knows what’s normal for a Tuesday in August. When refunds, login failures or KYC contacts move abnormally, the alert lands in Slack or email with the cost attached, while the issue is still small

Proactive alerts flag when a theme or sentiment score shifts, so a team learns about a trend before it shows up in a quarterly report

How you get answers

Ask in plain language, get an evidenced answer — priced, owned, ranked — with the source conversations one click away

Ask the assistant in plain language and get the trend, the volume and the sentiment behind it

How deep it goes

Past the bucket to the specific failure inside it — an adaptive taxonomy built from your own data and vocabulary, thousands of drivers, correctable in plain English

To the theme and sub-theme level — auto-tagged categories teams filter and slice themselves

AI agent governance

Every AI agent graded against your human agents on the same scorecard, continuously. So a bot quietly degrading experience gets caught before it shows up in CSAT.

SupportIQ scores support cases against your rubrics; a training partner turns what it finds into coaching scenarios for agents after the fact

Extensible

An agentic platform, not a closed tool. Build your own agents on the same layer and connect ChatGPT, Claude or Copilot via MCP. Every agent inherits one taxonomy, so your AI investment compounds

MCP access lets an AI assistant query Unwrap’s data. The platform itself isn’t a build surface. No agents to configure on top of it

What you get

The root cause, its dollar cost, the owner of the fix, and proof the number dropped

Trending themes, sentiment shifts and dashboards your team interprets and acts on

Why SentiSum

From customer issue to the team that can fix it

Every issue routes to the system or team that created it, not just a dashboard. A report tells you the top themes; it doesn’t make anything change. SentiSum names the cause, the owner and the deadline — then measures whether the number actually fell.

SentiSum closed loop: detect the issue, find the root cause, route it to the owner, and measure the drop

Catch it before it spreads.

A refund spike after a pricing change gets flagged while it’s still small, not after it shows up in the quarterly numbers.

Trace the actual source.

Delivery complaints trace back to the fulfillment centre causing them, not just a rising ticket count with no explanation.

Prove it worked.

Product sees the product friction. Operations sees the fulfillment issue. CX and Support see the quality trend. The fix goes to the owner automatically and the drop in volume is measured, not assumed.

Why SentiSum

Answers, not dashboards

The most common reason enterprise VoC programmes stall is adoption. The insight team lives in the platform; nobody else opens it.

Anyone can ask.

A plain-language question from anyone in the business returns an evidenced answer in minutes, with the underlying conversations one click away. No analyst queue, no dashboard hunt.

Granular enough to act on.

Not “5,000 customers contacted us about billing” but which billing failure, how many, what it costs, and who owns it.

Correct it in plain English.

Merge, split or exclude anything in the taxonomy by saying so. No model rebuild, no professional-services ticket, no months of custom configuration.

Why SentiSum

One system for human agents and AI agents

Support today runs through a mix of people and bots. SentiSum reads both — and catches the failures that live between them.

The failure no survey and no dashboard can see.

An agent promises a refund or a cancellation on a call. It never gets actioned in the back office. The customer isn’t upset — they were reassured — so nothing flags. Days later they come back, logged as something unrelated, and the real cause stays invisible. SentiSum reads the promise and the follow-up together, so that gap gets found instead of buried.

Grade your own AI agents.

Containment, resolution accuracy and failure points for your bots — not just customer sentiment about them.

Score every conversation, not a sample.

100% of conversations quality-scored, human and AI, on the same layer and the same taxonomy as everything else.

Fix it at the root, not just in training.

Coaching an agent on a pattern after it’s found closes the loop for that one agent. It doesn’t stop the pattern recurring, and it doesn’t reach the policy or product decision that caused it. SentiSum routes the fix upstream — to Product, Policy or Ops — so the same failure isn’t back on next quarter’s coaching list.

The right fit

Which one’s the better fit

Both are capable platforms. The right choice depends on what your programme is measured on.

Unwrap is the stronger choice

if you want broad, fast coverage of what customers are saying: thousands of feedback sources auto-tagged into themes, one assistant every team can query, and almost no manual setup to get there.

SentiSum is the stronger choice

if you need the organisation to act on what’s found: the specific failure behind the theme, what it’s costing you, who owns the fix, and proof the number actually moved — routed automatically, not chased down in a dashboard. If your programme is measured on compensation, contact cost, churn or CSAT, that’s us.

See what your customer conversations are actually costing you.

Book a 20-minute demo and we’ll show you the fixes hiding in your own conversation data, and the revenue on the other side of them.

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