Sentiment analysis

Sentiment analysis is a great way to gauge customer satisfaction. With our sentiment analysis scoring system, you can increase first contact resolution, optimise your service and reduce churn.

WhosOn sentiment analysis is powered by an algorithm that monitors keywords, syntactic effect and tone. From there, a satisfaction score will be produced. Here’s how it works:

• WhosOn automatically analyses chat conversations for positive or negative sentiment

• Each individual message received is monitored, and its mood measured

• This works on a line by line basis, to produce a real-time mood indicator

• Agents see a simple smiley face to represent chat mood, adapting as the chat unfolds

• At the end of the chat a final sentiment score is calculated, which also considers chat rating