Sentiment analysis
Classifying whether language is positive, negative, or neutral.
Sentiment analysis classifies the overall tone of language as positive, negative, or neutral. Applied to calls, it gives a quick read on how a conversation went, and aggregated across many calls it reveals trends in customer or prospect sentiment.
Text-based sentiment works from the transcript and can miss how something was said. Voice emotion recognition complements it by reading tone from the audio, which captures signals that words alone do not.
