In the environment of modern contact centers, every interaction plays a crucial role. A high-quality customer experience requires not only quick and efficient responses but also a deeper understanding of customers' emotions and needs. Omni-A, our advanced AI tool, now introduces real-time call transcription, sentiment analysis, call summarization, contact reason detection, and call tagging based on its content, elevating communication to a new level.
Recognizing
Customer Emotions:
Sentiment analysis serves to automatically identify customers' emotions and overall mood during interactions. Proper interpretation of emotions can prevent escalations, improve the customer experience, and increase customer loyalty.
Key Benefits of Sentiment Analysis
✔ Better understanding of customers – AI can determine whether a customer is satisfied, frustrated, or neutral, helping agents respond more effectively.
✔ Faster problem escalation – if the system detects negative sentiment (e.g., frustration, threat of leaving), it can automatically alert a supervisor or recommend further actions.
✔ Improved customer support quality – agents receive immediate feedback, helping them adjust their tone and approach during calls.
✔ Automated analysis of a large volume of interactions – instead of manually listening to calls, trends in customer sentiment can be evaluated to identify service issues.
✔ Better training and coaching for agents – managers can use sentiment analysis to train teams more effectively and improve communication.
✔ Monitoring changes in customer satisfaction – if sentiment declines over time, it may indicate problems with a product, processes, or customer support approach.
The sentiment analysis feature in Omni-A enables automatic evaluation of the emotional tone in customer interactions – whether through phone calls or digital communication. By utilizing natural language processing (NLP) and advanced text analysis, Omni-A can recognize whether a customer's sentiment is:
Positive
A satisfied customer expressing joy and gratitude.
Neutral
A standard conversation without significant emotional elements.
Negative
An unhappy customer showing frustration or dissatisfaction.
What is Prompting?
A prompt is a set of instructions given to artificial intelligence to generate an output, making it a key component in working with AI models. This process is called prompting and involves formulating questions or instructions in a way that ensures AI provides the desired response.
How It Works:
Users can define their own prompts that influence how sentiment is evaluated. To achieve the best results, these prompts can be enhanced with keywords, allowing Omni-A to determine sentiment based on the conversation’s context and the client’s specific needs.
For example, in positive interactions, Omni-A can recognize keywords like “great,” “you helped me,” “thank you,” while negative feedback may include “dissatisfied,” “I want to speak to a supervisor,” or “I want to cancel.”
This analysis can run automatically in the background or be triggered manually as needed. The results are available in reports and directly in the agent interface, enabling agents to tailor their responses based on sentiment.
Configuring and
Customizing Sentiment Evaluation:
Users with the necessary permissions can set up sentiment prompts and define:
- The AI provider and model to be used.
- Examples of positive, negative, and neutral interactions specific to their business.
- Optional keywords that assist in more accurate sentiment identification.
Example Prompt for Sentiment Analysis:
- Positive Sentiment
"Interactions with positive sentiment typically have a cheerful and optimistic tone. The language used often includes words like ‘happy,’ ‘excited,’ and expressions of gratitude. Laughter, agreement, affirmation, and appreciation also contribute to a positive atmosphere.”
✅ Keywords: satisfied, helpful, excellent - Negative Sentiment
“Interactions with negative sentiment often have a sad or irritated tone, reflecting frustration or dissatisfaction. The language used may include words like ‘unhappy’ or ‘frustrated’ and may involve arguments, criticism, or disinterest. Politeness may be lacking or sound insincere, and apologies may be used defensively.”
❌ Keywords: terrible, escalate, supervisor, manager, cancel - Neutral Sentiment
“Interactions with neutral sentiment typically have a tone that is neither positive nor negative. The language is more informative, lacking strong emotional elements. The conversation focuses on delivering information rather than expressing emotions. It does not contain significant conflict, disagreement, or emotional intensity.”
⚖ Keywords: uncertainty, thank you
Call Transcriptions
In Real Time:
One of the biggest benefits of Omni-A is its automatic real-time call transcription. This feature eliminates the need for manual note-taking during calls, allowing agents to fully focus on the customer.
Benefits of Call Transcription
✔ Live transcription directly in the agent interface – ensures that no critical information is lost.
✔ Faster resolution of customer requests – agents don’t have to manually take notes, allowing them to respond more efficiently.
✔ Records for future analysis – managers can utilize transcriptions for agent training and service quality improvement.
Availability and Configuration:
- Call transcription is available directly in Omni-A and requires the activation of the corresponding AI module.
- Agents can view the call transcription in a real-time interface, where all key information is clearly displayed.
- Supported languages depend on the AI model provider.
Beyond AI-driven sentiment analysis and call transcription, Omni-A also automatically summarizes the entire call, identifies the reason for contact, and tags the call with relevant labels. This simplifies interaction evaluation and optimizes customer service processes.
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