Sentiment: Cloud Customer Service Platform
Sentiment helps customer service teams manage multiple digital channels in one place. It is designed for enterprise contact centers looking to automate repetitive queries using Generative AI.
At a glance
- Category
- Browse Customer Support tools
- Best for
- Enterprise contact centers, Businesses with high digital ticket volumes
- Pricing
- Pricing was not clearly available from the provided evidence. A 30-day free trial is offered. Buyers should confirm current pricing on the vendor website.
- Key use cases
- Automating Repetitive Inquiries, Omnichannel Queue Management, Agent Coaching, SLA Monitoring
- Integrations
- CRM, Order management systems
- Official website
- Visit sentiment official website
Sentiment is a cloud-based customer service platform designed to bring various communication channels—including email, web chat, social media, and messaging apps—into a single conversational interface. It supports a messaging-first approach to customer care by centralizing these interactions.
The software is targeted at enterprise contact centers and businesses that handle high volumes of digital inquiries. It includes AI assistants based on OpenAI's large language models, which may be used to handle common questions and automate ticket routing.
Beyond AI, the platform provides operational tools for managers, such as SLA tracking, workforce reporting, and real time CSAT surveys. These features are designed to help leads monitor team performance and manage queues.
Buyers should confirm if the low-code integration builder meets their specific CRM and order management system needs, as the platform is designed to integrate with existing partner tools.
Key Features
Unified Inbox
Centralizes chat, email, social media, and messaging conversations into one interface for agents.
AI Assistants
Uses OpenAI LLMs to help handle repetitive customer questions and route tickets automatically.
Automatic Routing
Distributes incoming conversations to agents based on set priorities and service level agreements (SLAs).
Automatic Classification
Tags issues by type and may remove spam or profanities from queues using keyword and channel labels.
Workforce Reporting
Includes tools for planning shifts, tracking agent performance, and reporting on productivity.
Approvals Loop
Supports a review process where senior staff can review responses before they are sent to customers.
Real time CSAT Surveys
Collects immediate customer feedback to monitor satisfaction.
Use Cases
Automating Repetitive Inquiries
Using AI bots to answer frequent questions across WhatsApp, Messenger, and Instagram.
Omnichannel Queue Management
Using a single queue to manage digital and voice contacts.
Agent Coaching
Using the approvals loop to review new staff responses before they reach the customer.
SLA Monitoring
Tracking response times by channel and conversation type to maintain service standards.
Best For
- Enterprise contact centers
- Businesses with high digital ticket volumes
Integrations
- CRM
- Order management systems
Pricing
Pricing was not clearly available from the provided evidence. A 30-day free trial is offered. Buyers should confirm current pricing on the vendor website.
FAQ
What channels does Sentiment support in its unified inbox?
- Sentiment supports email, web chat, social media (including Facebook and Twitter), and messaging apps such as WhatsApp, Messenger, and Line.
How does Sentiment use AI in its platform?
- It uses AI assistants built on OpenAI's LLMs to help handle repetitive questions and can automatically classify or tag incoming tickets.
Is there a free trial for Sentiment?
- Yes, the platform offers a 30-day free trial.
Source category: Customer Support
Source subcategory: Customer Support
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Categories
Software Type
How AI is used
Sentiment is a cloud customer service platform that integrates digital channels into a unified inbox. It supports AI-driven automation for repetitive queries and automatic ticket routing using OpenAI LLMs. Buyers should evaluate how the low-code builder fits their existing CRM and order management workflows.
Pros & Cons
Pros
- Consolidates multiple social and messaging channels into one view
- AI assistants can be built using a low-code integration builder
- Supports various messaging apps including Line and WhatsApp
- Includes built-in tools for workforce planning and KPI tracking
Cons
- Pricing tiers are not explicitly listed in the provided evidence
- AI effectiveness may depend on the complexity of the organization's order management system integration
