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AI Sentiment Analysis

Automatically detect the tone and sentiment of customer messages for faster, more empathetic support.

AI Sentiment Analysis

Emson's AI sentiment analysis automatically reviews every incoming message and detects whether the tone is positive, neutral, or negative. This helps your team prioritise urgent or unhappy customers and respond with the right level of empathy.

  • Automatic tone detection: Instantly see the sentiment of each message as it arrives.
  • Prioritise urgent cases: Quickly identify unhappy or frustrated customers who need fast attention.
  • Empathetic responses: Tailor your replies based on the customer’s mood and emotional state.
  • Trend analysis: Track sentiment trends over time to spot issues and improve service quality.
  • Team insights: Help your team understand customer emotions and improve communication skills.

With AI sentiment analysis, you can deliver more personalised, effective support and keep customer satisfaction high.

AI Sentiment Analysis Feature

Frequently Asked Questions

The AI analyses the text of each message and determines whether the sentiment is positive, neutral, or negative. Other sentiments can be determined like anger, happiness, confusion.

Yes, Emson provides reporting on sentiment trends so you can monitor customer mood and service quality.

Sentiment analysis is available for major languages. For less common languages, accuracy may vary, but we are continually improving support.

The AI is highly accurate for most customer service messages, but we recommend reviewing flagged cases for critical issues.

Yes, you have to provide your own ChatGPT API key.