“The dashboard rewired how we run the floor. I spot a bottleneck mid-shift and coach the agent before it becomes a problem.”
Rachel Monroe
CX Manager · Finley Home Services
Finley
AI Sentiment Analysis
Every call scored. Every emotion tracked.
AI sentiment analysis for the call center: 92–96% accuracy on Tier-A languages. Live scoring on voice, chat, SMS, and social — upset customers route to senior agents automatically.
14-day free trial.
- LIVE SCORING
- VOICE + CHAT + SOCIAL
- AUTO-ROUTING
Live sentiment · Call C-7421
Aethon Industries · queue: Billing
Start
+22
Lowest
−78
Now
+71
+1000−100
Frustrated
“I've been on hold for twenty minutes…”
-42
Risk · auto-route
“Cancel my account.”
-78
Recovering
“OK that's actually fair.”
+18
Positive close
“Thanks, that worked.”
+71
0:001:303:004:306:00
Auto-routed → Senior agent · Marisol R.
02:14Trigger: sentiment ≤ −60 for >6s · queue: Billing · skill: retention
By the time a supervisor hears a call went sideways, the customer has churned. AI sentiment reads the emotional temperature of every conversation as it happens.
What it tracks
Five signals you can act on, before the call ends.
Sentiment isn't a post-call score. It's a live signal that changes routing, alerts supervisors, and saves accounts in real time.
Voice + chat + SMS + social
Same model across every channel. Real-time scoring on every conversation, not just calls.
VoiceChatSMSWhatsAppInstagramEmail
Sentiment trajectory
Start, middle, end — see exactly when sentiment dipped and what was said in that moment.
Compliance-risky calls flagged
Auto-flag when patterns match risk policies.
Auto-routing
When sentiment dips below your threshold, the call hops to a senior agent — no supervisor pings, no manual intervention.
Threshold
≤ −60 for >6s
JMJunior → Senior
Trend dashboards
By agent, queue, campaign, time of day. Spot patterns before they become churn.
32 languages
Same accuracy. Same latency.
Sentiment models are evaluated against human-rated calls quarterly. Tier-A languages run 92–96% on clean audio; Tier-B run 88–94% and improve with custom training on your data.
Tier A · 92–96%Tier B · 88–94%
EN
English96%
ES
Español94%
FR
Français93%
DE
Deutsch93%
PT
Português92%
ZH
中文91%
HI
हिन्दी90%
AR
العربية89%
JP
日本語89%
IT
Italiano92%
NL
Nederlands91%
KO
한국어88%
Plus 20 more · custom training improves accuracy by 3–6 points
Testimonials
What clients say after 90 days.
Real teams, real numbers — from sales floors, CX desks, and support queues.
“HubSpot sync is the reason we stayed. Every call, note, and recording shows up on the contact — without anyone remembering to log it.”
Daniel Park
Head of Sales · NorthPeak Insurance
NorthPeak
“The IVR builder took me an afternoon, not a project plan. Cut our average handle time 38% in 60 days.”
Miguel Castro
Ops Director · Cedarwood Legal
Cedarwood
“AI covers every overflow call in Hindi and English. We stopped losing weekend leads overnight.”
Priya Nair
Support Lead · Vela Retail
Vela
“Porting 40 numbers across three countries was the part I dreaded. It was done in a week, free.”
Aisha Okafor
COO · Kairo Health
Kairo
“Transcripts + sentiment scoring inside HubSpot deals turned every discovery call into searchable gold.”
Jonas Lindqvist
Head of RevOps · Lumen Digital
Lumen
“The dashboard rewired how we run the floor. I spot a bottleneck mid-shift and coach the agent before it becomes a problem.”
Rachel Monroe
CX Manager · Finley Home Services
Finley
“HubSpot sync is the reason we stayed. Every call, note, and recording shows up on the contact — without anyone remembering to log it.”
Daniel Park
Head of Sales · NorthPeak Insurance
NorthPeak
“The IVR builder took me an afternoon, not a project plan. Cut our average handle time 38% in 60 days.”
Miguel Castro
Ops Director · Cedarwood Legal
Cedarwood
“AI covers every overflow call in Hindi and English. We stopped losing weekend leads overnight.”
Priya Nair
Support Lead · Vela Retail
Vela
“Porting 40 numbers across three countries was the part I dreaded. It was done in a week, free.”
Aisha Okafor
COO · Kairo Health
Kairo
“Transcripts + sentiment scoring inside HubSpot deals turned every discovery call into searchable gold.”
Jonas Lindqvist
Head of RevOps · Lumen Digital
Lumen
+24%
Finley
First Contact Resolution
11 hrs
NorthPeak
Per week returned to sales
−38%
Cedarwood
Average Handle Time
Trusted & compliantSOC 2 Type IIPCI-DSSISO 27001AES-256 encryption
Side-by-side
MCM vs CallMiner / Observe.AI / Cresta
Honest, sourced facts — not marketing.
Feature
CallMiner / Observe.AI / Cresta
MyCountryMobile
Real-time routing on sentiment
Post-call only on most tiers
Live + post-call
Channels covered
Voice-only on base plans
Voice + chat + SMS + social
Stated accuracy
Not published
92–96% Tier-A, 88–94% Tier-B
Pricing
Per-seat add-on
Included in plan
Languages supported
EN + a few EU
32 languages
Related
Explore more on the platform
/features/conversation-intelligence/
Conversation Intelligence
Searchable transcripts, themes, and rep scorecards on every call.
Read more
/features/supervisor-tools/
Supervisor Tools
Attention radar ranks 247 active calls by sentiment and SLA risk.
Read more
/features/call-recording/
Call Recording
Searchable, redacted, audit-logged — retention 30 days to 7 years.
Read more
Two plans to fit your team
Stop measuring satisfaction. Start changing it mid-call.
14-day free trial · Cancel anytime
FAQ
The questions teams ask on the first call.
How accurate is it?expand_more
92-96% on clean audio in English. 88-94% across other supported languages. Improves with custom training.
Does it work on chat?expand_more
Yes. Same model on voice, video, chat, SMS, and social channels.
Can we set custom thresholds?expand_more
Yes. Per queue, per campaign, per skill.
Every call scored. Every emotion tracked.
AI sentiment routes upset customers to senior agents — automatically.