SelectVoice Sentiment Detection

SelectVoice Sentiment Detection analyses tone, pace and language on every call to flag stress, frustration or happiness, giving your teams a live emotional dashboard of your customer experience.

Hear Beyond the Words —Understand Every Interaction

Every conversation carries emotion, and that emotion drives loyalty. Traditional phone systems capture what was said; SelectVoice captures how it was said. By understanding emotion in real time, you can transform service from reactive to proactive.

Why Sentiment Detection Matters

Start with the essentials. Add advanced capabilities when you’re ready.

Spot Dissatisfaction Early

Get live alerts when sentiment drops on a call so supervisors can join, chat-coach the agent or intervene before it becomes a complaint or escalation.

Empathy-Led Coaching

Replace random call listening with targeted coaching. Use emotion timelines to show agents where calls turned tense, and what language or tone helped recover the situation.

Boost Customer Loyalty

Identify patterns in frustrated calls by product, queue or team, then fix the root causes driving churn, not just the symptoms.

How It Works

Listen & Analyse

Every call is scored for sentiment in real time, using tone, pace and language patterns.

Interpret Emotion

The system tags each call (eg: “rising stress”, “recovered”, “highly positive”) so supervisors can prioritise which calls to review.

Visualise & Act

Live dashboards show queues, teams and agents trending negative or positive, so you know where to step in during the day, not 30 days later.

Built for intelligent performance

Sentiment Detection continuously learns from real-world conversations to enhance accuracy. Each call sharpens emotional recognition, helping businesses respond with greater empathy and precision.

Adaptive AI that evolves with every conversation
Accurate tone and intent mapping for faster response
Continuous feedback loop for model refinement

Insights you can act on

Real-time dashboards turn sentiment data into actionable insights, revealing customer mood trends and helping teams intervene when it matters most.

Live sentiment dashboards and performance trends
Exportable reports for CRM and analytics tools
Emotion-driven service improvements and coaching

See it in action

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.

Frequently asked questions

What is SelectVoice Sentiment Detection?

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.

How does it work?

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.

What signals does it analyse?

The engine looks at a mix of acoustic and linguistic signals, for example:

Tone, pitch and volume
Speaking rate and interruptions
Repeated phrases and escalation language
Positive and negative wording in context

These signals are combined into an overall sentiment score and tags such as “rising frustration”, “recovered” or “highly positive”.

How accurate is the sentiment detection?

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.