SentiSum Adds Voice Calls to Natural Language Processing

SentiSum has extended their natural language processing (NLP) contact centre insights to include voice calls.

NLP technology doesn’t rely on keywords or simple rules, but understands the context and meaning of each conversation, providing more meaningful, granular insights.

With the inclusion of voice data, contact centre leaders will now have a 360° view of their customer support conversations. You’ll have one consistent analytics tool that tells you the volume of each ‘reason for contact’ across the entire contact centre logs.

“This is a breakthrough in intelligent support analytics. We have now made 100% of voice calls searchable so companies can get better insights, do more granular QA and ensure compliancy.” Sharad Khandelwal, Founder of SentiSum