Sentiment Router
Sentiment Analysis for the contact center
Route social interactions based on sentiment
Assign incoming social interactions to the most suitable agent based on the sentiment of the interaction. The sentiment router can automatically decipher whether customers comments are positive, negative or neutral. It can also determine possible sale opportunities by steering comments that contain questions.
Set your own routing rules
Priority routing
Assign negative comments higher priority to resolve issues in real-time.
Skill-based routing
Route comments to the most relevant skill groups based on the topic detected.
Enquire About Sentiment Router
Dig into the core engine
Automated Sentiment Analysis
Listen your customers sentiment and act quickly. IST’s Sentiment Router is specifically built for Cisco and Genesys Contact Centers to allow your contact
center agents to react to customer sentiment, in an ordered and prioritized manner.
The Sentiment Router automatically deciphers incoming social interactions
and comments into positive, negative or neutral categories, which can then
be routed to specifically trained agents for action. Furthermore, interactions
that represent a sales opportunity are steered accordingly to your sales team.
Expert Arab Linguists
The Arabic language has very difficult and unique grammatical rules. Our highly skilled team of Arabic linguists has solved many of the challenging issues faced
with Arabic Sentiment. As a result, IST’s Sentiment Router provides extremely accurate processing of Arabic Sentiment so all social interactions are routed to
the right agent at the right time.
Engine Features
| Feature | Description |
|---|---|
| English & Arabic Sentiment Analysis |
All interactions are categorised into positive, negative, neutral based on the ‘sentiment’ or emotion expressed in the comment. Highly accurate Arabic Sentiment analysis based on natural language processing (NLP). |
| Aspect Detection |
Topics or “Aspects” discussed within comments are detected. Aspects are pre-defined words that are selected based on industry relevance. E.g., in banking, aspects could include: Loans and Credit Cards. |
| Question Detection |
Comments containing questions are detected and categorized as questions. |
| Context Recognition |
Sentiments are accurately filtered and measured with context consideration. Comments containing sarcasm, humour or use of metaphors and expressions will be detected and measured accordingly. |
| Optimised for Cisco & Genesys |
The engine can be integrated with Cisco and Genesys contact centers within 60 minutes. Making the integration process a five-finger exercise. |
| AI & Machine Learning |
Data is accumulated and accuracy is continuously improved via self-learning, to include additional vocabulary, phrases and slang. |
Agents can more quickly attend to customer needs, thanks to the power of actionable intelligence; customers are efficiently routed to the most appropriate agent that can resolve their issue. With timely resolution of their issues, customers will no doubt be more satisfied with the overall contact experience.
By addressing your customer’s issues efficiently you’re turning dissatisfied customers (detractors) into satisfied customers (promoters) raising the chances of them recommending you to others.
Especially built for Cisco & Genesys The Engine can be integrated with Cisco and Genesys contact centers within 60 minutes.