Emotion trends
Track how customer and agent emotions change throughout a conversation, including shifts in direction and intensity.
Understand the Emotions Behind Every Customer Conversation
Analyze customer and agent conversations at scale to measure sentiment, emotions, and call patterns, helping you improve customer experiences and agent performance.
See more in every conversation
A transcript tells you what was said. Imentiv AI helps you understand how it was said and how the conversation felt.
Vocal tone & words
Understand not just what was said, but how it was said, including tone and the emotions expressed through words. Imentiv AI also enables multilingual analysis across supported languages.
Speaker-level analysis
See each speaker separately to understand who said what, how they responded, and how their emotions changed.
Emotion & expression
Understand how strongly emotions are expressed and how they change from one moment to the next.
Get more from every call
Ask business-level questions. Get answers grounded in your conversations. Use Insights to ask questions about your calls, identify patterns, and understand what is happening across conversations.
Add context when you need more specific answers. Upload guidelines, evaluation criteria, or other relevant files to give Insights the context it needs to answer your questions.
Are agents following our conversation guidelines?
Agents generally followed the conversation guidelines, with strong adherence to key communication practices. A few interactions showed opportunities to improve consistency in empathy, pacing, and response handling.
Does this call meet our evaluation criteria?
The call met most of the evaluation criteria, with positive indicators across engagement and communication. Some areas, including emotional responsiveness and handling moments of customer frustration, could be improved.
How are agents responding emotionally to customers?
Agents maintained a generally stable and engaged emotional response throughout the calls. In more challenging moments, some interactions showed opportunities for stronger empathy and emotional alignment with the customer.
Built for the way you work
Analyze recorded calls
Upload recorded conversations for analysis, individually or at scale, and review the emotional and conversational signals in each call.
Monitor in real time
Analyze emotional responses as conversations happen and identify important moments as they occur.
Run analysis within your infrastructure
Use the Imentiv AI SDK to run analysis completely offline within your own cloud or infrastructure. Keep customer voice data private within your enterprise environment.
Connect to your systems
Use emotion recognition APIs to bring call analysis into your existing QA, reporting, analytics, customer-service, or AI-agent workflows.
Turn calls into data your team can use
Quality assurance
Identify calls that need attention and strengthen how you evaluate customer and agent interactions.
Customer experience
Track recurring frustration, satisfaction, confusion, and other emotional responses across calls.
Agent coaching
Use conversation and emotional patterns to identify opportunities for better agent interactions and coaching.
AI agent monitoring
Measure how customers respond to conversations with your voice AI agents.
More than a sentiment score
Words + Voice + Emotion
Understand not only whether a conversation was positive or negative, but what the customer and agent expressed, how they expressed it, and how their emotional response changed throughout the call.
FAQ
GET STARTED WITH IMENTIV AI
Ready to add emotion analysis to your contact center workflows?
Turn your call data into a richer understanding of every conversation.