Call is analysed
The conversation is assessed for tone, pace, language and sentiment signals.
Analyse tone, pace and language across customer calls to identify frustration, stress and satisfaction signals, helping supervisors intervene sooner, coach teams better and improve customer experience.
Every conversation carries signals that affect loyalty, retention and service quality. Sentiment Detection helps your team understand when calls are becoming tense, when interactions recover and where positive experiences are being created, so managers can support customers and agents more effectively.
SelectVoice analyses conversation signals and turns them into useful insight for supervisors, service teams and customer experience leaders.
The conversation is assessed for tone, pace, language and sentiment signals.
The system identifies signals such as frustration, stress, confidence or satisfaction.
Sentiment shifts are shown across the call, helping teams see when conversations improve or decline.
Dashboards highlight calls, queues, teams and trends that may need review or action.
Supervisors can support coaching, escalation, service improvement and customer experience decisions.
What SelectVoice picks up
Supervisor focus
Coaching tip
In a live environment, SelectVoice scores every call automatically, surfaces at-risk conversations and helps your supervisors focus on the interactions that matter most.
What SelectVoice picks up
Supervisor focus
Coaching tip
What SelectVoice picks up
Supervisor focus
Coaching tip
What SelectVoice picks up
Supervisor focus
Coaching tip
What SelectVoice picks up
Supervisor focus
Coaching tip
Sentiment Detection continuously learns from real-world conversations to enhance accuracy. Each call sharpens emotional recognition, helping businesses respond with greater empathy and precision.
Book a demo and try SelectVoice with AI features. We’ll tailor the flow to you, your business needs and explore how you can benefit from these features.
SelectVoice Sentiment Detection is feature included with the AI Capture pack. It analyses every call for emotional signals such as stress, frustration and satisfaction. It gives supervisors and managers a live view of how conversations are going, so they can step in early, coach agents and protect customer relationships.
After a call, the system analyses tone, pace and language patterns alongside the words being spoken. It scores sentiment and flags calls where emotion is trending negative or sharply changing. Supervisors can see this in dashboards or wallboards and act while the customer is still on the line.
Accuracy depends on call quality, background noise, language and call type, but the models are trained on large datasets. The aim is not to be perfect on every sentence, but to reliably surface patterns and calls that are worth a supervisor’s attention. You should treat it as decision support, not a single source of truth.
Yes. Sentiment detection can help supervisors identify calls where frustration is rising, giving teams an opportunity to review, support or intervene before issues become formal complaints.
Yes. Sentiment data can be used to understand trends across teams, queues, products or call types, helping managers identify where customer experience is improving or where support is needed.
See how SelectVoice Sentiment Detection can help your team identify frustration earlier, coach agents with better context and improve customer experience using live emotional insight.
No obligation, just a practical walkthrough of how sentiment insight could work across your calls, teams and customer journeys.