The Sentient analytics technology reads and tracks emotions throughout customer interactions by analysing both lexical and acoustic sentiment. It is the core technology in the following three products:

• Sentient Training provides detailed agent and customer emotion insights, allowing you to focus agent training and improve customer experience. The dashboard will identify who needs more training in skills such as empathy, listening and use of positive language and tone.
• Sentient QA and Compliance highlights important events and hidden trends in calls, ensuring attention is drawn where it's most needed in order to provide fair and ethical service to your customers. The plastform offers insights to help you identify vulnerability and it gives a score to each customer interaction from -1 to 1.
• Sentient Insights performs data mining and reports reasons why customers are complaining about and what they are calling about. The algorithms are mining emerging trends from the customer data, discovering what frustrates or excites customers most, and what emerging topics exist within new calls.