AI SENTIMENT ANALYSIS

Every call scored.
Every emotion tracked.

AI sentiment routes upset customers to senior agents. Automatically.

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LIVE SCORING
VOICE + CHAT + SOCIAL
AUTO-ROUTING
30+ LANGUAGES
Live Sentiment Monitor
3 active calls
EMOTION TRAJECTORY — C-4821↓ Dropping
call startnow →
Priya M.Billing · Tier 2
Frustrated18
Marco T.Sales · Inbound
Positive78
Lena K.Support · General
Neutral72
C-4821 · Score 18 — Auto-routed → Senior Agent
Routed: James W. · Senior Agent · Joined
AI Scoring · Live
30+ languages
REAL-TIME

What AI sentiment tracks.

01
All channels

Voice, chat, SMS & social

Every channel scored in real time — no post-processing lag. See our SMS product for messaging details.

02
Start → End

Full call trajectory

Sentiment mapped across start, middle, and end of every interaction. Pair with conversation intelligence for full transcripts.

03
Instant alert

Compliance auto-flag

Risky moments surface instantly — no manual review queue.

04
Auto-escalate

Senior-agent auto-routing

Sentiment dips trigger automatic escalation to the right rep.

05
VP-ready data

Agent & queue dashboards

Trend lines by team, queue, or campaign — ready for your VP deck.

LANGUAGES

Same accuracy.
Same speed.
30+ languages.

Dialect-aware models for Spanish-US, French-Canadian, and regional English — no extra setup. Understand the science behind sentiment analysis and how it powers smarter routing.

English (US)Spanish (US)French (CA)MandarinHindiPortugueseGermanArabicVietnameseTagalogKoreanJapanese+ 18 more
HOW IT WORKS

Built for how US teams actually operate.

01

Save the call mid-flight

Sentiment crashes trigger instant supervisor alerts or auto-handoff — escalations rescued before churn.

Live
02

Scores that drive real coaching

Every call gets a trajectory and a score. 1:1s run on specific moments, not gut feel.

Live
03

Trend lines for the VP deck

Weekly sentiment by queue, brand, and product line — replaces CSAT summaries with live data.

Live
THRESHOLDS

Configurable to your thresholds.

Per-queue and per-skill thresholds. Tighter on regulated lines, looser on marketing — the model self-corrects over time. Available on every compare plan.

Healthcare · regulatedTighter ← 82% → Looser
Finance · complianceTighter ← 74% → Looser
Inbound marketingTighter ← 55% → Looser
Retention · save deskTighter ← 62% → Looser

Customer Voices

Saving accounts mid-call.

US teams routing upset customers automatically and coaching on real moments.

Auto
Re-Route on Dip

"AI sentiment catches upset callers before they escalate. Senior agents pick those up automatically, and we save accounts we used to lose in the middle of a support ticket."

T
Tomas Volkov
Contact Center Manager, Aethon Industries
FAQ

AI sentiment, answered.

Accuracy, channels, thresholds, mid-call triggers, and tenant tuning.

92–96% on clean audio in English. 88–94% across other supported languages. Accuracy climbs with custom training on your own recorded calls.
Yes. The same model runs on voice, video, chat, SMS, and every social channel Softtop supports.
Yes. Per queue, per campaign, per skill. The model learns from flagged corrections to reduce false positives over time.
Configurable triggers — whisper a de-escalation script, alert a supervisor, or auto-route the call to a senior agent on standby. Works inside our full contact center platform.
Yes. Optional tenant-level tuning on your recordings with no shared training across customers.

Every emotion tracked. Every escalation rescued.

Live scoring across voice, chat, and social — with auto-routing to senior agents when sentiment dips.