Softtop AI Sentiment Analysis scores every customer interaction in real time — monitoring tone, language, and emotion across voice calls, SMS, web chat, WhatsApp, and social channels simultaneously. Sentiment scores update continuously during live conversations so supervisors see at-risk interactions as they develop, not after the call ends. When sentiment drops below a configured threshold, the platform can automatically alert supervisors, offer the agent a coaching prompt, or transfer the call to a senior agent based on your escalation rules.
The feature captures sentiment at three levels: per-utterance (how each statement scores individually), per-segment (how sentiment trends across stages of the conversation), and per-interaction (the overall sentiment outcome for the contact). All three levels display in the agent dashboard during live calls and in the call record after the interaction ends. Historical sentiment data aggregates into team dashboards so managers track trends by agent, queue, time of day, and call topic.
AI Sentiment Analysis integrates directly with Conversation Intelligence to correlate sentiment shifts with specific conversation moments. When a customer's sentiment drops after a particular statement or topic, supervisors can search historical transcripts to identify which interaction types consistently produce negative outcomes and adjust scripts, training, or IVR routing accordingly.
The feature is included on all Softtop plans with no extra cost — not a bolt-on tool requiring separate configuration. Sentiment data exports via the REST API for custom reporting or BI tool integration. Alerts route to the supervisor's Softtop notification panel or to external systems via webhook. All sentiment data is stored encrypted and subject to the same retention policies as call recordings and transcripts on your Softtop account. Risky moments surface instantly — no manual review queue. Trend lines by team, queue, or campaign — ready for your VP deck. 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. Our regulated queue gets the tightest threshold and our marketing line the loosest. The same model serves both — no more one-size-fits-all rules. The trajectory chart changed our QA program. Coaching 1:1s now run on specific moments, not a vibe — and our junior agents catch on faster. 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. What happens when sentiment drops mid-call? 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. Is the AI trained on our own conversations? Yes. Optional tenant-level tuning on your recordings with no shared training across customers. US teams routing upset customers automatically and coaching on real moments. Accuracy, channels, thresholds, mid-call triggers, and tenant tuning. Every emotion tracked. Every escalation rescued. Live scoring across voice, chat, and social — with auto-routing to senior agents when sentiment dips.