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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.
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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.

Try sentiment scoring

Click a typical customer phrase to see how SelectVoice could score it and how supervisors might act on the insight.
I’ve called three times about this already
That’s not what I was told last time.
I’m happy with the service, but the price keeps going up
Thanks, that really helped me out today

High frustration, repeat effort

What SelectVoice picks up

  • Customer mentions multiple previous contacts
  • Tone and wording indicate impatience and low trust
  • High risk of escalation or complaint

Supervisor focus

  • Prioritise this call in the live queue for review
  • Authorise a clear resolution path to avoid another handoff

Coaching tip

  • Acknowledge the repeat effort immediately
  • Summarise what has happened so far and what will be different this time

In a live environment, SelectVoice scores every call automatically, surfaces at-risk conversations and helps your supervisors focus on the interactions that matter most.

Rising frustration, expectation mismatch

What SelectVoice picks up

  • Customer feels misled or given conflicting information
  • Trust is weakening and may impact NPS or churn
  • Risk of negative word of mouth if not resolved

Supervisor focus

  • Check previous interactions for inconsistent messaging
  • Support the agent with clear, aligned next steps

Coaching tip

  • Avoid blaming previous agents or teams
  • Re-state the correct position clearly and check understanding
In a live environment, SelectVoice scores every call automatically, surfaces at-risk conversations and helps your supervisors focus on the interactions that matter most.

Mixed sentiment, value concern

What SelectVoice picks up

  • Positive on service quality, negative on cost
  • Customer is at risk if pricing pressure continues
  • Opportunity for retention or upsell to a better-fit plan

Supervisor focus

  • Flag for retention or account review
  • Offer options that protect value without eroding trust

Coaching tip

  • Reinforce the value they are already seeing
  • Explore usage and suggest plans that fit their pattern
In a live environment, SelectVoice scores every call automatically, surfaces at-risk conversations and helps your supervisors focus on the interactions that matter most.

Strong positive experience

What SelectVoice picks up

  • Clear expression of gratitude and relief
  • High potential for advocacy or testimonial
  • Good example for coaching other agentsWhat SelectVoice picks up

Supervisor focus

  • Use this call as a positive coaching example
  • Consider asking for a review or case study where appropriate

Coaching tip

  • Highlight what the agent did to create this outcome
  • Encourage similar language and structure on future calls
In a live environment, SelectVoice scores every call automatically, surfaces at-risk conversations and helps your supervisors focus on the interactions that matter most.

Critical churn risk

What SelectVoice picks up

  • Explicit cancellation threat
  • Emotionally charged language and pressure
  • Very high value for supervisor intervention

Supervisor focus

  • Immediately prioritise and, where possible, join the call
  • Give the agent clear authority to recover the situation

Coaching tip

  • Stay calm and avoid defensive language
  • Move quickly to outline concrete options and next steps
In a live environment, SelectVoice scores every call automatically, surfaces at-risk conversations and helps your supervisors focus on the interactions that matter most.

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

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

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.

0345 557 6100

Frequently asked questions

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.

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”.

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.

Ready to learn more?

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0345 557 6100

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0345 004 4040

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