It's Not What They Say, It's How They Say It.

A customer typing "Where is my order?" could be curious, annoyed, or furious. Traditional chatbots, which rely on keywords, can't tell the difference. This leads to robotic, tone-deaf responses that can escalate a minor issue into a major complaint. It's time for a smarter approach.

What is Sentiment Analysis?

Sentiment analysis is the technology that allows our AI to understand the emotional tone behind the words a customer uses. It can distinguish between positive, negative, and neutral emotions, and even identify more nuanced feelings like frustration, urgency, or excitement.

Why It's a Game-Changer for Customer Support

By understanding emotion, Nviti.ng can provide responses that are not just accurate, but also empathetic and appropriate.

De-escalate Angry Customers

When our AI detects a high level of frustration or anger, it can automatically adjust its tone and prioritize the conversation for human handover. Instead of a robotic "Please hold," it can say, "I understand this is frustrating. Let me connect you with a support specialist right away who can resolve this for you."

Identify and Nurture Happy Customers

When a customer expresses excitement about a product, our AI can recognize this as a positive signal. It can respond enthusiastically and even identify them as a potential candidate for a positive review or testimonial, flagging the conversation for the marketing team.

Prioritize Urgent Issues

Sentiment analysis helps distinguish between a casual question and an urgent plea for help. By recognizing urgency, Nviti.ng can route critical issues to the front of the queue, ensuring that the most important problems get solved first.

Data-Driven Empathy at Scale

Nviti.ng's conversation insights dashboard gives you a bird's-eye view of overall customer sentiment. Are customers generally happy? Is there a spike in frustration after a new product launch? This data is invaluable for making smarter business decisions and understanding the true voice of your customer.

Stop guessing how your customers feel. Start knowing. Experience the power of empathetic support with Nviti.ng.