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
ROUTING
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.
02:14
Trigger: 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.

“We tried three cloud phone tools before this one. The reason we stayed is boring — it just kept working across four time zones. Our sales team stopped thinking about the phone.”

Arjun Mehta

Head of Growth · Chennai

“The mid-shift dashboard is where I actually spend my day. Queue depth, agent load, and sentiment on one screen — I can coach someone before it turns into a bad review.”

Rachel Monroe

CX Manager · Denver

“AI covers overflow calls in Hindi and English, so we stopped losing weekend leads. It's not perfect — it hands off to us on anything ambiguous — but for hours and bookings, it beats voicemail every time.”

Priya Nair

Support Lead · Bengaluru

“HubSpot sync is quiet infrastructure. Every call, note, and recording just shows up on the contact — nobody has to remember to log it. That's why our forecast is finally accurate.”

Daniel Carter

Head of Sales · Chicago

“I set the whole thing up on my phone during a delayed flight. Six people, three countries, one number that rings all of us. My old provider needed a two-week onboarding for the same thing.”

Neha Iyer

Founder · Mumbai

“Porting 40 numbers across three countries was the part I dreaded most in the migration. It was done in a week, free, and I only had to sign one form. That set the tone for the rest of the rollout.”

Sophie Laurent

COO · Paris

+24%

First Contact Resolution

11 hrs

Per week returned to sales

−38%

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
My Country Mobile
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
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

Sentiment scoring runs 92-96% on clean audio in English and 88-94% across other supported languages. Models are evaluated against human-rated calls quarterly, and accuracy improves with custom training on your own data.

Does it work on chat?expand_more

Yes. The same sentiment model runs on voice, video, chat, SMS, and social channels, so every conversation is scored the same way. It is not limited to phone calls.

Can we set custom thresholds?expand_more

Yes. Thresholds can be set per queue, per campaign, and per skill. When sentiment dips below the threshold you choose, the call is routed to a senior agent automatically.

What is AI sentiment analysis for call centers?expand_more

AI sentiment analysis reads the emotional temperature of every conversation as it happens and gives it a live score. Supervisors see frustrated customers while the call is still in progress, not after the customer has churned.

Can sentiment analysis route upset customers to a senior agent automatically?expand_more

Yes. When sentiment dips below your threshold, the call hops to a senior agent with no supervisor pings and no manual intervention. Sentiment works as a live signal that changes routing, not only as a post-call score.

How many languages does AI sentiment analysis support?expand_more

It supports 32 languages. Tier-A languages run 92-96% on clean audio and Tier-B languages run 88-94%, and custom training on your data can improve accuracy by 3-6 points.

Every call scored. Every emotion tracked.

AI sentiment routes upset customers to senior agents — automatically.