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aria-controls="nav2026-panel-3"><span class="Nav2026_menuLinkInner__DSXRr">Resources<span class="Nav2026_menuChevron__aZ2UN"><svg width="7" height="4" viewBox="0 0 6.40039 4" fill="none" xmlns="http://www.w3.org/2000/svg" aria-hidden="true"><path d="M6.40039 0.799805L4 3.19922L4.00098 3.2002L3.2002 4L0 0.799805L0.799805 0L3.2002 2.39941L5.60059 0L6.40039 0.799805Z" fill="currentColor"></path></svg></span></span></button></li><li class="Nav2026_menuItem__zu3O1" data-test="navigation-item-desktop-4"><button type="button" class="Nav2026_menuLink__8nGPD Nav2026_menuLinkStatic__2g_Kp" aria-expanded="false" aria-controls="nav2026-panel-4"><span class="Nav2026_menuLinkInner__DSXRr">Partners<span class="Nav2026_menuChevron__aZ2UN"><svg width="7" height="4" viewBox="0 0 6.40039 4" fill="none" xmlns="http://www.w3.org/2000/svg" aria-hidden="true"><path d="M6.40039 0.799805L4 3.19922L4.00098 3.2002L3.2002 4L0 0.799805L0.799805 0L3.2002 2.39941L5.60059 0L6.40039 0.799805Z" fill="currentColor"></path></svg></span></span></button></li><li class="Nav2026_menuItem__zu3O1" data-test="navigation-item-desktop-5"><a class="Nav2026_menuLink__8nGPD" href="/pricing/"><span class="Nav2026_menuLinkInner__DSXRr">Pricing</span></a></li></ul><span class="Nav2026_underline__xPtNX" aria-hidden="true"></span><div class="Nav2026_panelWrapper__5QPjL Nav2026_panelWrapperInstant__vCr1g"><div class="Nav2026_panelChrome__qNKBl"><div id="nav2026-panel-0" class="Nav2026_panelSlot__QREv9"><div class="menu-panel_panel___r_8D" style="width:1400px"><div class="menu-panel_columns__mczg7" style="grid-template-columns:minmax(0, 1fr) minmax(0, 1fr) minmax(0, 1fr) minmax(0, 1fr)"><div class="highlight-card_card__GNDmf" data-accent="green"><div class="highlight-card_title__eaBFN">AI Voice Agents</div><ul class="highlight-card_items__thwoI"><li><a class="menu-panel_item__JHV5c" href="/products/ai/ai-receptionist/"><img alt="bot" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/62ebfdc5bf/bot.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">AI Receptionist</span></a></li><li><a class="menu-panel_item__JHV5c" href="/products/ai/ai-sales-agent/"><img alt="diagram-up-arrow" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/13b262f3a1/diagram-up-arrow.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">AI Sales Agent</span></a></li><li><a class="menu-panel_item__JHV5c" href="/products/ai/ai-support-agent/"><img alt="life-buoy" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/4368b3cf40/life-buoy.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">AI Support Agent</span></a></li><li><a class="menu-panel_item__JHV5c" href="/products/ai/ai-order-management-agent/"><img alt="shopping-cart" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/b852dbccd1/shopping-cart.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">AI Order Agent</span></a></li></ul><div class="highlight-card_links__ZFzD0"><a class="highlight-card_link__ju6Sb" href="/products/ai/voice-agent/"><span class="highlight-card_linkLabel__qElv1">Explore AI agents</span><span aria-hidden="true">Â â</span></a></div></div><div class="menu-panel_column__K0aHZ" data-accent="blue"><div class="menu-panel_columnTitle__z_Zun">AI intelligence & coaching</div><ul class="menu-panel_columnItems__LeRlQ"><li><a class="menu-panel_item__JHV5c" href="/call-center-software-features/call-transcription/"><img alt="headset" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/2dd2501ce6/headset.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Live in-call guidance</span></a></li><li><a class="menu-panel_item__JHV5c" href="/call-center-software-features/ai-generated-call-summaries/"><img alt="sparkling" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/6015051
197be/sparkling.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Ask Aircall anything</span></a></li><li><a class="menu-panel_item__JHV5c" href="/products/ai-assist-pro/"><img alt="email-check" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/bc96799021/email-check.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Follow-up automation</span></a></li><li><a class="menu-panel_item__JHV5c" href="https://aircall.io/products/ai-assist-pro/"><img alt="diploma" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/ee8410bd99/diploma.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">AI Coaching scorecard</span></a></li><li><a class="menu-panel_item__JHV5c" href="/call-center-software-features/call-transcription/"><img alt="find-file" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/416d7fdb12/find-file.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Transcription & insights</span></a></li><li><a class="menu-panel_item__JHV5c" href="/blog/customer-experience/sentiment-analysis/"><img alt="smile" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/bcf0ebd1c9/smile.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Sentiment analysis</span></a></li></ul></div><div class="menu-panel_column__K0aHZ" data-accent="blue"><div class="menu-panel_columnTitle__z_Zun">Omnichannel workspace</div><ul class="menu-panel_columnItems__LeRlQ"><li><a class="menu-panel_item__JHV5c" href="/quality-and-reliability/"><img alt="phone" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/ec07161a6e/phone.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Voice</span></a></li><li><a class="menu-panel_item__JHV5c" href="/call-center-software-features/business-text-messaging/"><img alt="chat-message" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/1db6c17f27/chat-message.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">SMS & MMS</span></a></li><li><a class="menu-panel_item__JHV5c" href="/products/whatsapp-in-aircall/"><img alt="bubble-chat" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/be86af74d0/bubble-chat.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">WhatsApp messaging</span></a></li><li><a class="menu-panel_item__JHV5c" href="/call-center-software-features/shared-call-inbox/"><img alt="inbox" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/5f33418317/inbox.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Shared inbox</span></a></li><li><a class="menu-panel_item__JHV5c" href="/products/ai-messaging-agents/"><img alt="chatbot" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/731085705e/chatbot.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">AI Messaging Agents</span></a></li></ul></div><div class="menu-panel_column__K0aHZ" data-accent="blue"><div class="menu-panel_columnTitle__z_Zun">Business Phone System</div><ul class="menu-panel_columnItems__LeRlQ"><li><a class="menu-panel_item__JHV5c" href="/quality-and-reliability/"><img alt="call" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/5309829998/call.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Clear & reliable calling</span></a></li><li><a class="menu-panel_item__JHV5c" href="/call-center-software-features/call-routing/"><img alt="routing" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/cceb9ed417/routing.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Call routing & queuing</span></a></li><li><a class="menu-panel_item__JHV5c" href="/products/outbound-campaigns/"><img alt="phone-call-progress" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/3f31234653/phone-call-progress.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Outbound capabilities</span></a></li><li><a class="menu-panel_item__JHV5c" href="/call-center-software-features/call-monitoring/"><img alt="microphone" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/a4fa6140ea/microphone.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Call monitoring & recording</span></a></li><li><a class="menu-panel_item__JHV5c" href="/call-center-software-features/analytics/"><img alt="diagram-up" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/e6ec77ad9a/diagram-up.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Analytics & reporting</span></a></li><li><a class="menu-panel_item__JHV5c" href="/call-center-software-features/international-numbers/"><img alt="world" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/6ce3f7533c
19/world.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Global numbers</span></a></li></ul></div></div><div class="menu-panel_footer__0WW1g"><div class="menu-panel_footerContent__fFCqx"><div class="menu-panel_footerTitle__JFL2b"><span class="menu-panel_footerTitleMain__0Vp4G">Try for free</span></div><div class="menu-panel_footerText__KQSQK">Discover & access advanced features</div></div><a class="menu-panel_footerLink__FMbna" href="/get-started/"><span class="menu-panel_footerLinkLabel__rDZP8">Get free access</span><span aria-hidden="true"> â</span></a></div></div></div><div id="nav2026-panel-1" class="Nav2026_panelSlot__QREv9"><div class="menu-panel_panel___r_8D" style="width:1200px"><div class="menu-panel_columns__mczg7" style="grid-template-columns:minmax(0, 1fr) minmax(0, 2fr) minmax(0, 1fr)"><div class="menu-panel_column__K0aHZ" data-accent="orange"><div class="menu-panel_columnTitle__z_Zun">By team</div><ul class="menu-panel_columnItems__LeRlQ"><li><a class="menu-panel_item__JHV5c" href="/outbound-call-center-software/"><img alt="diagram-up-arrow" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/a5fd6a17f7/diagram-up-arrow.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Sales</span></a></li><li><a class="menu-panel_item__JHV5c" href="/inbound-call-center-software/"><img alt="headset" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/bdbc913404/headset.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Support</span></a></li><li><a class="menu-panel_item__JHV5c" href="/outbound-call-center-software/"><img alt="hand-heart" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/8baa2d22a8/hand-heart.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Customer Success</span></a></li><li><a class="menu-panel_item__JHV5c" href="/blog/revops-phone-strategy-guide/"><img alt="diagram-plus-minus" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/4be0e4e59a/diagram-plus-minus.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">RevOps</span></a></li><li><a class="menu-panel_item__JHV5c" href="/solution/team/it-operations/"><img alt="tools" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/442f652f9f/tools.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">IT & Operations</span></a></li></ul></div><div class="menu-panel_column__K0aHZ menu-panel_columnWide__YUqh3" data-accent="orange"><div class="menu-panel_columnTitle__z_Zun">By industry</div><ul class="menu-panel_columnItems__LeRlQ" style="grid-template-rows:repeat(5, auto)"><li><a class="menu-panel_item__JHV5c" href="/industry/healthcare/"><img alt="health" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/ed3b2288ed/health.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Healthcare & Medical</span></a></li><li><a class="menu-panel_item__JHV5c" href="/industry/recruitment/"><img alt="person-plus" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/96c9327473/person-plus.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Recruitment & Staffing</span></a></li><li><a class="menu-panel_item__JHV5c" href="/industry/financial-services/"><img alt="case" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/64f297946f/case.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Finance & Insurance</span></a></li><li><a class="menu-panel_item__JHV5c" href="/industry/real-estate/"><img alt="building" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/7d242f6818/building.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Real Estate</span></a></li><li><a class="menu-panel_item__JHV5c" href="/industry/professional-services/"><img alt="handshake" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/d098867140/handshake.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Professional Services</span></a></li><li><a class="menu-panel_item__JHV5c" href="/industry/education-e-learning/"><img alt="diploma" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/1fe5ac109a/diploma.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Education & E-learning</span></a></li><li><a class="menu-panel_item__JHV5c" href="/industry/professional-services/"><img alt="home" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/22a06578f2/home.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Home & Field Services</span></a></li><li><a class="menu-panel_item__JHV5c" href="/industry/software-technology/"><img alt="code" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/2f3f6d1a65/code.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Software & Technology</span></a></li><li><a class="menu-panel_item__JHV5c" href="/industry/retail-ecommerce/"><img alt="shopping-cart" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/7c76f68cdc/shopping-cart.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Retail & E-commerce</span></a></li><li><a class="menu-panel_item__JHV5c" href="/industry/travel-hospitality/"><img alt="plane" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/777788eb44/plane.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Travel &
19 Hospitality</span></a></li></ul></div><div class="menu-panel_column__K0aHZ" data-accent="orange"><div class="menu-panel_columnTitle__z_Zun">By company size</div><ul class="menu-panel_columnItems__LeRlQ"><li><a class="menu-panel_item__JHV5c" href="/solution/business-size/small-businesses/"><img alt="person" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/e535a493cd/person.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">1-50 employees</span></a></li><li><a class="menu-panel_item__JHV5c" href="/solution/business-size/medium-large-businesses/"><img alt="people" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/7496cebe3a/people.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">50-500 employees</span></a></li><li><a class="menu-panel_item__JHV5c" href="/solution/business-size/medium-large-businesses/"><img alt="circles" loading="lazy" width="24" height="24" src="https://a.storyblok.com/f/157376/24x24/4b4221a718/circles.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">500+ employees</span></a></li></ul></div></div><div class="menu-panel_footer__0WW1g"><div class="menu-panel_footerContent__fFCqx"><div class="menu-panel_footerTitle__JFL2b"><span class="menu-panel_footerTitleMain__0Vp4G">Try for free</span></div><div class="menu-panel_footerText__KQSQK">Discover & access advanced features</div></div><a class="menu-panel_footerLink__FMbna" href="/get-started/"><span class="menu-panel_footerLinkLabel__rDZP8">Get free access</span><span aria-hidden="true"> â</span></a></div></div></div><div id="nav2026-panel-2" class="Nav2026_panelSlot__QREv9"><div class="menu-panel_panel___r_8D" style="width:1200px"><div class="menu-panel_columns__mczg7" style="grid-template-columns:minmax(0, 1fr) minmax(0, 1fr) minmax(0, 1fr) minmax(0, 1fr)"><div class="menu-panel_column__K0aHZ menu-panel_columnNeutral__jqwCL" data-accent="neutral"><div class="menu-panel_columnTitle__z_Zun">CRM</div><ul class="menu-panel_columnItems__LeRlQ"><li><a class="menu-panel_item__JHV5c" href="/integrations/salesforce-voice/"><img alt="Salesforce" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/a7874ad65b/salesforce.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Salesforce</span></a></li><li><a class="menu-panel_item__JHV5c" href="/integrations/hubspot/"><img alt="HubSpot" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/5c2fada408/hubspot.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">HubSpot</span></a></li><li><a class="menu-panel_item__JHV5c" href="/integrations/zoho-crm/"><img alt="Zoho" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/8989ab87aa/zoho.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Zoho</span></a></li><li><a class="menu-panel_item__JHV5c" href="/integrations/pipedrive/"><img alt="Pipedrive" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/73997d8ce2/pipedrive.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Pipedrive</span></a></li><li><a class="menu-panel_item__JHV5c" href="/integrations/monday/"><img alt="Monday.com" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/d2dbe0236f/monday.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Monday.com</span></a></li></ul></div><div class="menu-panel_column__K0aHZ menu-panel_columnNeutral__jqwCL" data-accent="neutral"><div class="menu-panel_columnTitle__z_Zun">Helpdesk</div><ul class="menu-panel_columnItems__LeRlQ"><li><a class="menu-panel_item__JHV5c" href="/integrations/zendesk/"><img alt="Zendesk" loading="lazy" width="48" height="48" 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class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Gorgias</span></a></li><li><a class="menu-panel_item__JHV5c" href="/integrations/richpanel/"><img alt="Richpanel" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/770036438f/richpanel.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Richpanel</span></a></li></ul></div><div class="menu-panel_column__K0aHZ menu-panel_columnNeutral__jqwCL" data-accent="neutral"><div class="menu-panel_columnTitle__z_Zun">Productivity, ecommerce & HR</div><ul class="menu-panel_columnItems__LeRlQ"><li><a class="menu-panel_item__JHV5c" href="/integrations/shopify/"><img alt="Shopify" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/a536bf1fd1/shopify.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Shopify</span></a></li><li><a class="menu-panel_item__JHV5c" href="/integrations/zapier/"><img 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19Zapier</span></a></li><li><a class="menu-panel_item__JHV5c" href="/integrations/slack/"><img alt="Slack" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/293787946a/slack.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Slack</span></a></li><li><a class="menu-panel_item__JHV5c" href="/integrations/klaviyo/"><img alt="Klaviyo" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/6fe9439c69/klaviyo.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Klaviyo</span></a></li><li><a class="menu-panel_item__JHV5c" href="/integrations/bullhorn/"><img alt="Bullhorn" loading="lazy" width="32" height="32" src="https://a.storyblok.com/f/157376/32x32/65264ea5c8/bullhorn.svg" class="menu-panel_itemIcon__7CeTw"/><span class="menu-panel_itemLabel__itN5C">Bullhorn</span></a></li></ul></div><div class="highlight-card_card__GNDmf highlight-card_cardFloating__bdMn7" data-accent="neutral"><div class="highlight-card_title__eaBFN">Integrated agents</div><a class="highlight-card_heading__dTHx3" href="/products/ai-assist-pro/">AI Agents that connect to your tech stack</a><div class="highlight-card_floatingArea__rjfYR"><svg viewBox="0 0 289 179" fill="none" xmlns="http://www.w3.org/2000/svg" aria-hidden="true"><g opacity="0.1" stroke="#002620"><circle cx="145" cy="232.501" r="100.043"></circle><circle cx="144.999" cy="232.501" r="125.783"></circle><circle cx="145" cy="232.5" r="151.522"></circle><circle cx="145" cy="232.499" r="177.261"></circle><circle cx="145" cy="232.5" r="203"></circle></g><path d="M144.856 0C150.486 0 155.465 0.451124 158.494 1.1416C164.534 2.39336 169.29 7.09055 170.558 13.0557C171.257 16.0475 171.713 20.9658 171.713 26.5254C171.713 32.0848 171.257 37.0024 170.558 39.9941C169.29 45.9593 164.534 50.6574 158.494 51.9092C155.465 52.5996 150.486 53.0498 144.856 53.0498C139.227 53.0498 134.248 52.5996 131.219 51.9092C125.179 50.6574 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19Switching to Aircall</span></a></li></ul></div><div class="highlight-card_card__GNDmf" data-accent="green"><div class="highlight-card_title__eaBFN">Success stories</div><div class="highlight-card_text__M3rve">See how 23,000+ businesses use Aircall to evolve customer communications</div><a class="highlight-card_heading__dTHx3" href="/customer-stories/sjwd/">SJWD resolved 90% of after hours calls with AIVA</a><div class="highlight-card_links__ZFzD0"><a class="highlight-card_link__ju6Sb" href="/customer-stories/"><span class="highlight-card_linkLabel__qElv1">View our success stories hub</span><span aria-hidden="true">Â â</span></a></div></div></div></div></div><div id="nav2026-panel-4" class="Nav2026_panelSlot__QREv9"><div class="menu-panel_panel___r_8D" style="width:320px"><div class="menu-panel_columns__mczg7" style="grid-template-columns:minmax(0, 1fr)"><div class="menu-panel_column__K0aHZ" data-accent="green"><div class="menu-panel_columnTitle__z_Zun">Partners</div><ul 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class="small-txt">Sentiment Analysis: Improve the Customer Experience<meta itemProp="position" content="3"/><meta itemProp="name" content="Sentiment Analysis: Improve the Customer Experience"/></span></li></ol></nav><div class="grid-flex--center grid-flex--reverse-md"><div class="grid-flex__item lg6 md6 mb2 mbmd0"><div class="ResponsiveImg_Component__CdqlS Blogpost_Image__Kq_xO"><img src="https://a.storyblok.com/f/186009/580x400/68a8cbd517/sentiment-analysis.png/m/" srcSet="https://a.storyblok.com/f/186009/580x400/68a8cbd517/sentiment-analysis.png/m/48x0 48w,https://a.storyblok.com/f/186009/580x400/68a8cbd517/sentiment-analysis.png/m/96x0 96w,https://a.storyblok.com/f/186009/580x400/68a8cbd517/sentiment-analysis.png/m/192x0 192w,https://a.storyblok.com/f/186009/580x400/68a8cbd517/sentiment-analysis.png/m/240x0 240w,https://a.storyblok.com/f/186009/580x400/68a8cbd517/sentiment-analysis.png/m/320x0 320w,https://a.storyblok.com/f/186009/580x400/68a8cbd517/sentiment-analysis.png/m/375x0 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}</style><ul class=""><li><a data-level="2" href="#heading-0" class="small-txt medium active ">What is sentiment analysis?<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li><a data-level="3" href="#heading-1" class="small-txt medium ">AI and sentiment analysis</a></li><li><a data-level="3" href="#heading-2" class="small-txt medium ">What is an example of sentiment analysis at work?</a></li><li><a data-level="2" href="#heading-3" class="small-txt medium ">How does sentiment analysis work?<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-7" class="small-txt medium ">What is sentiment analysis used for?<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-13" class="small-txt medium ">What are the benefits of sentiment analysis?<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-21" class="small-txt medium ">Choosing a sentiment analysis tool<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-26" class="small-txt medium ">Why Choose Aircall AI for Sentiment Analysis<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-30" class="small-txt medium ">To sum it all up<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li></ul></div></div><div class="Blogpost_AsideComponent__zsj_d"><div class="BlogpostCta_Component__kQ__Y"><div class="ResponsiveImg_Component__CdqlS BlogpostCta_Image__6yM5k"><img src="https://a.storyblok.com/f/186009/x/03648515ce/cta-bg-1.svg" alt="" loading="lazy" fetchPriority="auto"/></div><div class="center"><h4 class="p1 semiBold mb1">Ready to build better conversations?</h4><p class="mb2 small-txt">Simple to set up. Easy to use. Powerful integrations. 20</p><a class="btn btn--white" href="/get-started/">Get free access</a></div></div></div></div><div class="grid-flex__item md8 lg8"><div class="Blogpost_Content__Ymqjq"><div class="Blogpost_AsideContainer__Aq3T_ mb4 is-mobile"><span class="Blogpost_Aside__Heading__fbs2v small-txt medium">Select chapter</span><div class="Blogpost_Aside__eWjNh"><style>ul { --progress: 3.3333333333333335%}; }</style><ul class=""><li><a data-level="2" href="#heading-0" class="small-txt medium active ">What is sentiment analysis?<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li><a data-level="3" href="#heading-1" class="small-txt medium ">AI and sentiment analysis</a></li><li><a data-level="3" href="#heading-2" class="small-txt medium ">What is an example of sentiment analysis at work?</a></li><li><a data-level="2" href="#heading-3" class="small-txt medium ">How does sentiment analysis work?<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-7" class="small-txt medium ">What is sentiment analysis used for?<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-13" class="small-txt medium ">What are the benefits of sentiment analysis?<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-21" class="small-txt medium ">Choosing a sentiment analysis tool<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-26" class="small-txt medium ">Why Choose Aircall AI for Sentiment Analysis<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li><li></li><li></li><li></li><li><a data-level="2" href="#heading-30" class="small-txt medium ">To sum it all up<span class="Blogpost_Aside__Chevron__N5lag"><svg viewBox="0 0 24 24" fill="none" xmlns="http://www.w3.org/2000/svg"><g><path d="M12 13.172l-4.95-4.95-1.42 1.42 6.365 6.37 6.36-6.36-1.42-1.41L12 13.172z" fill="currentColor"></path></g></svg></span></a></li></ul></div></div><div class="Blogpost_AsideComponent__zsj_d"><div class="BlogpostCta_Component__kQ__Y"><div class="ResponsiveImg_Component__CdqlS BlogpostCta_Image__6yM5k"><img src="https://a.storyblok.com/f/186009/x/03648515ce/cta-bg-1.svg" alt="" loading="lazy" fetchPriority="auto"/></div><div class="center"><h4 class="p1 semiBold mb1">Ready to build better conversations?</h4><p class="mb2 small-txt">Simple to set up. Easy to use. Powerful integrations. 21</p><a class="btn btn--white" href="/get-started/">Get free access</a></div></div></div><p><span>To grow and stay ahead of the competition, SMBs must pay attention to how the market perceives their products and services. Has the product met their needs? Is there a specific problem faced by multiple customers? Is there a particular feature they value the most? The answers to these questions illustrate customer sentiments towards your business.</span></p><p><span>There are different channels through which you can access this dataâonline reviews, mentions on social media platforms and news articles, survey responses, customer service calls, etc.âwhich means you can collect the information you need fairly easily. </span></p><p><span>Going through all the data and analyzing customer sentiment is where the challenge lies. For example, recording calls and listening to all of them to understand what customers think is time-consuming. Thatâs where AI sentiment analysis toolsâlike the feature available through Airc
21all AIâ can help. </span></p><p><span>Letâs dive into the relevance of sentiment analysis in todayâs business environment, how sentiment analysis works, and the role that Artificial Intelligence has to play. </span></p><h2><b><span>What is sentiment analysis?</span></b></h2><p><span>Sentiment analysis refers to understanding the emotions expressed in words to assess the opinion of an individual or a group. It can be used to evaluate spoken words or written text. At its core, sentiment analysis evaluates a body of text as positive, negative or neutral. Here are a few examples:</span></p><ul><li><p><span>I like my new software â positive sentiment</span></p></li><li><p><span>I got a new software â neutral sentiment</span></p></li><li><p><span>My software does not process information fast enough â negative sentiment</span></p></li></ul><p><span>Sentiments may also be graded as very positive, positive, neutral, negative, and very negative. </span></p><p><span>To do this, subjective information is extracted from customer-generated text. It must then be analyzed while keeping the context of the conversation in mind. Take these two statements for example:</span></p><ul><li><p><span>The dinner service was great!</span></p></li><li><p><span>Great! Iâve waited an hour for a table and it will still take a few minutes more.</span></p></li></ul><p><span>âGreatâ may be identified as the emotional keyword for both statements but the inference is different. The first statement is positive while the sarcastic context in the second highlights a negative sentiment.  </span></p><h3><b><span>AI and sentiment analysis</span></b></h3><p><span>Your customer service team probably handles 100+ calls every day. Even if you were to rely on call recordings to assess customer sentiment, keeping up with the daily call volume would be next to impossible. </span></p><p><span>Businesses intent on getting an unbiased view of customer sentiments prefer to leverage Natural Language Processing (NLP) technology. It automates and speeds up the process while delivering more reliable results. </span></p><p><span>These AI tools use specific algorithms to identify and extract keywords and scan them against a dataset to evaluate the sentiment behind them. Customer sentiments are graded as +1 for positive sentiment, 0 for neutral statements and -1 for negative sentiments. AI sentiment analysis tools can also go beyond this to detect specific emotions such as frustration or anger, urgency and the customerâs level of interest. </span></p><h3><b><span>What is an example of sentiment analysis at work?</span></b></h3><p><span>Letâs say a womenâs fashion brand sells 100 units of a dress. Evaluating the sentiment expressed in reviews and calls with the customer service team shows that customers love the dress for its length. When it's time to design the next collection, this data will prove invaluable. </span></p><h2><b><span>How does sentiment analysis work?</span></b></h2><p><span>Sentiment analysis tools usually take one of three paths to analyze text:</span></p><h3><b><span>1. Rule-based analysis</span></b></h3><p><span>Models following this approach rely on libraries of scored keywords and manually set parameters. For example, keywords may be scored as:</span></p><ul><li><p><span>Great = 1</span></p></li><li><p><span>Very good = 0.9</span></p></li><li><p><span>Good = 0.7</span></p></li><li><p><span>Okay = 0</span></p></li><li><p><span>Bad = -0.5</span></p></li><li><p><span>Very bad = -0.8</span></p></li></ul><p><span>The number of keywords used in a body of text is first identified. A sentiment score for the content is then calculated according to these rules. </span></p><p><span>Rule-based analysis is easy to set up and gives SMBs a good overall picture of whether customer sentiments are positive or negative. However, the inability to understand sarcasm and metaphors may skew analytics. For example, letâs say a customer says âyouâre killing itâ. Rule-based analysis may mark this as a negative sentiment given the use of the word âkillingâ. But, itâs a compliment!</span></p><h3><b><span>2. Machine-learning analysis</span></b></h3><p><span>For this approach, sentiment analysis models have a keyword database and work on learning which words have positive and negative sentiments. Once the model has been sufficiently trained, it may be used to analyze new datasets. These deep-learning models are more complex but more accurate in terms of sentiment classification. </span></p><p><span>This approach is widely preferred due to its ability to detect irony, sarcasm, etc., and deliver more accurate results. That said, it is not very well suited to small datasets. </span></p><h3><b><span>3. Hybrid analysis</span></b></h3><p><span>This approach combines rules and machine-learning techniques. The sentiment analysis tools have a database of scored keywords and continue to learn and update this database as they process more data. Hybrid models enjoy the flexibility of customization but require less training. </span></p><h2><b><span>What is sentiment analysis used for?</span></b></h2><p><span>Sentiment analysis can be useful in many ways: </span></p><h3><b><span>Customer support management</span></b></h3><p><span>Customer support teams typically receive very high call volumes. Many of these calls may be forwarded to voicemail. Rather than having to listen to each voicemail to assess the complaint, sentiment analysis tools can be used to identify issues and prioritize responses. This can also help route tickets to relevant teams. </span></p><h3><b><span>Navigate a potential PR crisis</span></b></h3><p><span>A one-off complaint isnât usually an issue. But, 1,000 agents dealing with the same complaint from different customers can become a PR crisis. Sentiment analysis algorithms that work on real-time calls help identify such instances, allowing brands to proactively respond to an issue before it becomes a bigger problem. </span></p><h3><b><span>Measure customer perception of a product</span></b></h3><p><span>Sentiment analysis is very helpful when you want to understand how the market perceives a new product. Reviews and brand mentions can be searched for specific keywords and their use to understand general sentiment. This helps identify features that customers appreciate and those that need improvement. </span></p><h3><b><span>Market research</span></b></h3><p><span>No brand can operate in isolation. Along with using sentiment analysis tools on your own brand mentions, they can be used to track social media mentions or survey responses that include competitor names. You can get a better understanding of how customers perceive these brands and use the insights gained to improve your own communication. </span></p><h3><b><span>Performance assessment</span></b></h3><p><span>AI sentiment analysis tools can help evaluate customer service agent performance. Understanding the customer sentiment of calls handled shows how well agents have resolved queries. Similarly, assessing the sentiment of messages and email text helps evaluate the agentâs tone and could provide insights into issues hindering their productivity. In turn, these data help organizations develop better training programs and drive employee engagement. </span></p><h2><b><span>What are the benefits of sentiment analysis?</span></b></h2><p><span>The benefits of sentiment analysis are spread across departments. Some of the most significant among them are:</span></p><h3><span>Easier identification of high performers</span></h3><p><span>Relying solely on basic reports on KPIs such as call duration does not give an accurate picture of agent performance. A long call may either indicate that an agent is ineffective at handling issues, or reflect their ability to show </span><a href="https://aircall.io/blog/customer-happiness/how-to-win-your-customers-with-empathy/"><span><u>empathy in customer service</u></span></a><span>. </span></p><p><span>Sentiment analysis helps understand whether the calls handled by your agents are associated with a positive or negative sentiment. Agents who continuously deliver positive customer experiences can be recognized as high performers and rewarded accordingly. This is a great way to drive continued motivation and encourage others to aim high.</span></p><h3><b><span>Efficient quality control</span></b></h3><p><span>Team leaders do not have time to listen in to all calls handled by their agents. Leveraging customer sentiment analysis tools on recorded calls and call transcripts helps identify negative customer experiences. This gives supervisors a better idea of where to focus their attention and use their time more efficiently. </span></p><h3><b><span>Actionable insights into customer experiences</span></b></h3><p><span>Customer service calls are often followed by a survey, yet only a certain percentage of customers will complete one. As a result, businesses are not always able to carry out a comprehensive analysis on the quality of customer experiences. Using </span><a href="https://aircall.io/blog/tech/ai-for-customer-service/"><span><u>AI for customer service</u></span></a><span>
21 helps SMBs go a step beyond and analyze each call based on the type of customer experience provided. </span></p><p><span>It also makes it easier to identify areas that companies need to focus their efforts on to improve the customer experience. For example, if âlong wait timesâ are a common complaint, you might need to onboard new agents to handle the call volumes. </span></p><h3><b><span>Insights into product expectations</span></b></h3><p><span>Though the calls may be handled by customer service teams, the insights provided by sentiment analysis tools can benefit the product development team as well. Letâs take the example of a furniture brandâs customer service team who frequently hears the phrase âchipped polishâ in customer conversations. </span></p><p><span>This brings the product development teamâs focus to polish quality. Improving this aspect can make the product more appealing to customers and thereby increase the conversion rate.  </span></p><h3><b><span>Easy tracking of market trends</span></b></h3><p><span>To stay ahead of the competition, brands must keep an eye on market trends. Surveys and research studies can be supplemented with sentiment analysis results. This helps identify trends and plan ahead to handle market situations. </span></p><p><span>If needed, they can make changes to their supply chain, prepone or postpone launches, make schedules, and so on. Brands can also anticipate how the market will respond to new products or changes in an existing product line. </span></p><h3><b><span>Optimization of resources</span></b></h3><p><span>No matter how big your customer service team is, there is always a limit to the resources available to you. Time is limited too. When it comes to reacting to market trends or addressing customer concerns, the more responsive you are, the more beneficial it will be for your brand. </span></p><p><span>Sentiment analysis automates the feedback process to free your agentâs time for other tasks, which in turn saves them time.</span></p><h3><b><span>Unbiased brand analysis</span></b></h3><p><span>When we talk, itâs not just the words being used but also the tone and context that influence meaning. A statement may be seen in many different ways depending on the experiences and biases of the person analyzing it. </span></p><p><span>Human bias may tag a statement like âGood service but expensiveâ as negative because of the price factor and ignore the overall positive sentiment. Using an AI-based sentiment analysis tool helps overcome such biases. These tools can gauge the overall sentiment while keeping track of the details. </span></p><h2><b><span>Choosing a sentiment analysis tool</span></b></h2><p><span>Given the benefits of automated text sentiment analysis, it is important to find the tool best suited to your business. There are many different sentiment analysis tools available on the market. In addition to the cost of running a sentiment analysis tool, you need to consider the following:</span></p><h3><b><span>1. Ease of use </span></b></h3><p><span>Look for NLP tools that are easy to set up and require minimal training before they can be put to work. Also, pay attention to their processing power, especially if they will be used to handle large datasets.</span></p><h3><b><span>2. Scope of analysis </span></b></h3><p><span>With most businesses using a VoIP platform for their communication, basic analytics are easily available. Your AI tool should be able to supplement this and give you a more well-rounded picture of service quality. </span></p><p><span>For example, </span><a href="https://aircall.io/products/ai/"><span><u>Aircall AI</u></span></a><span> gives supervisors access to a transcript of each call as well as an AI-generated summary, a list of the key conversation topics and the talk ratio. This can be integrated even further with sentiment analysis tools. </span></p><h3><b><span>3. Accuracy</span></b></h3><p><span>Human language is constantly changing. Thereâs new slang almost every day. Hence, the NLP tool you pick must be able to keep up with expanding vocabularies and train itself to accurately analyze customer opinions. </span></p><h3><b><span>4. Integrations</span></b></h3><p><span>To maximize efficiency, the sentiment analysis tool must be easy to integrate with your preferred communication platform. This automates the system and allows it to seamlessly anal
21yze every customer interaction. </span></p><h2><span>Why Choose Aircall AI for Sentiment Analysis</span></h2><p><span>With Aircall AI, you can analyze customer sentiment in sales and customer support calls, helping you drive positive interactions and revenue. Combined with our powerful communications platform, this results in a well-integrated, hyper-insightful tool for your teams to drive continuous improvement.</span></p><h3><span>Identify calls with negative and positive sentiment</span></h3><p><span>With points flagged in call transcripts or recordings, you can identify moments of positive and negative sentiment that are truly worth your time to review. This helps managers skip directly to moments that are contributingâpositively or negativelyâto your customer experience. </span></p><h3><span>Coach your team to deliver positive customer experiences</span></h3><p><span>The customer experience is, of course, delivered by your team. Train your agents to deliver delightful customer interactions over the phone. Track the success of your efforts by visualizing the change in customer sentiment over time. </span></p><h3><span>Drive results with conversation intelligence</span></h3><p><span>Ensure that your team is driving business results with each conversation. By equipping your team to drive more meaningful customer connections, you can improve CSAT and conversion over time.</span></p><h2><b><span>To sum it all up</span></b></h2><p><span>Automating sentiment analysis with AI tools helps organizations get a clearer, unbiased view of how the brand and its products are perceived by customers. Machine-learning can benefit all departments, from product development to customer service. Thatâs why it is important to choose the right tool and integrate it with your communication platform at the earliest.</span></p><p><a href="https://aircall.io/signup/"><span><u>Try Aircall for free for 7 days</u></span></a><span> and see how our telephony software can optimize your customer support operations.</span></p><hr/><p>Published on December 15, 2023.</p></div></div></div></div></div></article><section class="CallToAction_Component__CE70x component theme-light "><div class="wrapper"><div class="CallToAction_Block__dIxYW component-block" data-animate="true" data-animation="fade-in-up"><div class="ResponsiveImg_Component__CdqlS CallToAction_Background__akWU_"><img src="https://a.storyblok.com/f/186009/x/03648515ce/cta-bg-1.svg" alt="" loading="lazy" fetchPriority="auto"/></div><div class="ResponsiveImg_Component__CdqlS CallToAction_Block__Img__cN1ZI"><img src="https://a.storyblok.com/f/186009/112x112/6f1439a3bf/aircall.png/m/" srcSet="https://a.storyblok.com/f/186009/112x112/6f1439a3bf/aircall.png/m/48x0 48w,https://a.storyblok.com/f/186009/112x112/6f1439a3bf/aircall.png/m/96x0 96w,https://a.storyblok.com/f/186009/112x112/6f1439a3bf/aircall.png/m/ 112w" alt="" width="112" height="112" loading="lazy" fetchPriority="auto" sizes="48px" class="ResponsiveImg_Fit__nsV7w"/><div style="padding-bottom:100%"></div></div><h2 class="t2 bold white center mb2 pre-wrap-md CallToAction_Title__YKvcd">Ready to build better conversations?</h2><p class="mb2 mbmd3 white p1 center fade--70 CallToAction_Content__uIqQj">Aircall runs on the device you're using right now. 22</p><div class="center"><a class="btn btn--block btn--white" href="/get-started/">Get free access</a></div></div></div></section></main><footer class="Footer_Footer__1FZOP"><div class="wrapper"><div class="relative"><div class="grid-flex"><div class="grid-flex__item md3 lg3 mb1"><div class="mb2 mbmd3"><div class="ResponsiveImg_Component__CdqlS"><img src="https://a.storyblok.com/f/157376/x/1bac06a771/aircall-icon.svg" alt="" loading="lazy" fetchPriority="auto"/></div></div><span class="block medium p1 mb2 mbmd3 Footer_title__KYesT" data-test="footer-headline">The customer communication and intelligence platform</span><div class="Footer_Icons__sFeGE"><span class="block small-txt">Follow us</span><ul><li><a target="_blank" aria-label="Facebook" href="https://www.facebook.com/aircallapp"></a></li><li><a target="_blank" aria-label="Twitter" href="https://twitter.com/aircall"></a></li><li><a target="_blank" aria-label="Linkedin" href="https://www.linkedin.com/company/aircall/"></a></li><li><a target="_blank" aria-label="Instagram" href="https://www.instagram.com/aircallhq/"></a></li><li><a target="_blank" aria-label="Youtube" href="https://www.youtube.com/@aircallhq"></a></li></ul></div><div class="Footer_Icons__sFeGE"><span class="block small-txt">Mobile app</span><ul><li><a target="_blank" aria-label="Apple Store" href="https://apps.apple.com/us/app/aircall/id1021338425"></a></li><li><a target="_blank" aria-label="Playstore" href="https://play.google.com/store/apps/details?id=com.aircall&hl=en&gl=US&pli=1"></a></li></ul></div></div><div class="grid-flex__item md9 lg9"><nav class="grid-flex" aria-label="Site"><div class="grid__item sm6 md4 lg4"><div class="Footer_Menu__LSbyO"><h6 class="txt">Solutions </h6><ul><li class="mb1"><a class="fade--70" href="/call-center-software/">Call Center </a></li><li class="mb1"><a class="fade--70" href="/inbound-call-center-software/">Support </a></li><li class="mb1">
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22<script id="__NEXT_DATA__" type="application/json">{"props":{"pageProps":{"page":1,"story":{"name":"Sentiment Analysis: Improve the Customer Experience","created_at":"2023-12-14T13:08:34.115Z","published_at":"2024-05-14T09:19:28.779Z","updated_at":"2024-05-14T09:19:28.817Z","id":418939718,"uuid":"eceff3b4-6080-440a-8829-fbc1cc0977b2","content":{"seo":[{"_uid":"6a8ebbfc-8a16-42f0-8a3f-0178a87ef5c5","type":"","title":"Sentiment Analysis: Improve the Customer Experience | Aircall","images":[],"robots":"index,follow","canonical":"","component":"SEO","description":"Discover how SMBs can boost customer satisfaction with sentiment analysis. Gain insights, improve products, and enhance customer support."}],"_uid":"a16dd2ee-f9b6-4904-a396-b3e6c0fb77bc","date":"2023-12-15 00:00","Audio":[],"image":{"id":13285313,"alt":"Two people talking with emojis that show different emotions obtained by sentiment analysis","name":"","focus":"","title":"sentiment-analysis","source":"","filename":"https://a.storyblok.com/f/186009/580x400/68a8cbd517/sentiment-analysis.png","copyright":"","fieldtype":"asset","meta_data":{},"content_type":"png","is_external_url":false},"theme":"light","title":"Sentiment Analysis: Improve the Customer Experience","author":{"name":"Yasmeily Toledo Perdomo","created_at":"2023-08-15T07:48:34.236Z","published_at":"2026-04-15T00:15:23.155Z","updated_at":"2026-04-15T00:15:23.223Z","i
22d":354799184,"uuid":"15184828-2b8c-4fe6-bd6a-bcbb012dc98b","content":{"bio":{"type":"doc","content":[{"type":"paragraph"}]},"_uid":"624d5ce3-87d2-48c1-ba49-c54d47c33d4b","name":"Yasmeily Toledo Perdomo","photo":{"id":10640372,"alt":"","name":"","focus":"","title":"","source":"","filename":"https://a.storyblok.com/f/186009/3024x4032/b7610b03c2/yasmeily-toledo-perdomo.jpeg","copyright":"","fieldtype":"asset","meta_data":{},"is_external_url":false},"component":"author","last_name":"Toledo","first_name":"Yasmeily"},"slug":"yasmeily-toledo-perdomo","full_slug":"author/yasmeily-toledo-perdomo","sort_by_date":null,"position":-10,"tag_list":[],"is_startpage":false,"parent_id":227380616,"meta_data":null,"group_id":"1893daf1-bd62-47d3-b00e-dd404397c8fd","first_published_at":"2023-01-13T22:53:04.127Z","release_id":null,"lang":"default","path":null,"alternates":[],"default_full_slug":null,"translated_slugs":null,"_stopResolving":true},"content":{"type":"doc","content":[{"type":"paragraph","content":[{"text":"To grow and stay ahead of the competition, SMBs must pay attention to how the market perceives their products and services. Has the product met their needs? Is there a specific problem faced by multiple customers? Is there a particular feature they value the most? The answers to these questions illustrate customer sentiments towards your business.","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"There are different channels through which you can access this dataâonline reviews, mentions on social media platforms and news articles, survey responses, customer service calls, etc.âwhich means you can collect the information you need fairly easily. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Going through all the data and analyzing customer sentiment is where the challenge lies. For example, recording calls and listening to all of them to understand what customers think is time-consuming. Thatâs where AI sentiment analysis toolsâlike the feature available through Aircall AIâ can help. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Letâs dive into the relevance of sentiment analysis in todayâs business environment, how sentiment analysis works, and the role that Artificial Intelligence has to play. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"What is sentiment analysis?","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Sentiment analysis refers to understanding the emotions expressed in words to assess the opinion of an individual or a group. It can be used to evaluate spoken words or written text. At its core, sentiment analysis evaluates a body of text as positive, negative or neutral. Here are a few examples:","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"bullet_list","content":[{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"I like my new software â positive sentiment","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]},{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"I got a new software â neutral sentiment","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]},{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"My software does not process information fast enough â negative sentiment","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]}]},{"type":"paragraph","content":[{"text":"Sentiments may also be graded as very positive, positive, neutral, negative, and very negative. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"To do this, subjective information is extracted from customer-generated text. It must then be analyzed while keeping the context of the conversation in mind. Take these two statements for example:","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"bullet_list","content":[{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"The dinner service was great!","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]},{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"Great! Iâve waited an hour for a table and it will still take a few minutes more.","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]}]},{"type":"paragraph","content":[{"text":"âGreatâ may be identified as the emotional keyword for both statements but the inference is different. The first statement is positive while the sarcastic context in the second highlights a negative sentiment.  ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"AI and sentiment analysis","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Your customer service team probably handles 100+ calls every day. Even if you were to rely on call recordings to assess customer sentiment, keeping up with the daily call volume would be next to impossible. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Businesses intent on getting an unbiased view of customer sentiments prefer to leverage Natural Language Processing (NLP) technology. It automates and speeds up the process while delivering more reliable results. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"These AI tools use specific algorithms to identify and extract keywords and scan them against a dataset to evaluate the sentiment behind them. Customer sentiments are graded as +1 for positive sentiment, 0 for neutral statements and -1 for negative sentiments. AI sentiment analysis tools can also go beyond this to detect specific emotions such as frustration or anger, urgency and the customerâs level of interest. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"What is an example of sentiment analysis at work?","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Letâs say a womenâs fashion brand sells 100 units of a dress. Evaluating the sentiment expressed in reviews and calls with the customer service team shows that customers love the dress for its length. When it's time to design the next collection, this data will prove invaluable. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"How does sentiment analysis work?","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Sentiment analysis tools usually take one of three paths to analyze text:","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"1. Rule-based analysis","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Models following this approach rely on libraries of scored keywords and manually set parameters. For example, keywords may be scored as:","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"bullet_list","content":[{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"Great = 1","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]},{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"Ver
22y good = 0.9","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]},{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"Good = 0.7","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]},{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"Okay = 0","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]},{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"Bad = -0.5","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]},{"type":"list_item","content":[{"type":"paragraph","content":[{"text":"Very bad = -0.8","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]}]},{"type":"paragraph","content":[{"text":"The number of keywords used in a body of text is first identified. A sentiment score for the content is then calculated according to these rules. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Rule-based analysis is easy to set up and gives SMBs a good overall picture of whether customer sentiments are positive or negative. However, the inability to understand sarcasm and metaphors may skew analytics. For example, letâs say a customer says âyouâre killing itâ. Rule-based analysis may mark this as a negative sentiment given the use of the word âkillingâ. But, itâs a compliment!","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"2. Machine-learning analysis","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"For this approach, sentiment analysis models have a keyword database and work on learning which words have positive and negative sentiments. Once the model has been sufficiently trained, it may be used to analyze new datasets. These deep-learning models are more complex but more accurate in terms of sentiment classification. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"This approach is widely preferred due to its ability to detect irony, sarcasm, etc., and deliver more accurate results. That said, it is not very well suited to small datasets. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"3. Hybrid analysis","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"This approach combines rules and machine-learning techniques. The sentiment analysis tools have a database of scored keywords and continue to learn and update this database as they process more data. Hybrid models enjoy the flexibility of customization but require less training. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"What is sentiment analysis used for?","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Sentiment analysis can be useful in many ways: ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Customer support management","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Customer support teams typically receive very high call volumes. Many of these calls may be forwarded to voicemail. Rather than having to listen to each voicemail to assess the complaint, sentiment analysis tools can be used to identify issues and prioritize responses. This can also help route tickets to relevant teams. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Navigate a potential PR crisis","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}
22,{"type":"paragraph","content":[{"text":"A one-off complaint isnât usually an issue. But, 1,000 agents dealing with the same complaint from different customers can become a PR crisis. Sentiment analysis algorithms that work on real-time calls help identify such instances, allowing brands to proactively respond to an issue before it becomes a bigger problem. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Measure customer perception of a product","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Sentiment analysis is very helpful when you want to understand how the market perceives a new product. Reviews and brand mentions can be searched for specific keywords and their use to understand general sentiment. This helps identify features that customers appreciate and those that need improvement. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Market research","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"No brand can operate in isolation. Along with using sentiment analysis tools on your own brand mentions, they can be used to track social media mentions or survey responses that include competitor names. You can get a better understanding of how customers perceive these brands and use the insights gained to improve your own communication. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Performance assessment","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"AI sentiment analysis tools can help evaluate customer service agent performance. Understanding the customer sentiment of calls handled shows how well agents have resolved queries. Similarly, assessing the sentiment of messages and email text helps evaluate the agentâs tone and could provide insights into issues hindering their productivity. In turn, these data help organizations develop better training programs and drive employee engagement. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"What are the benefits of sentiment analysis?","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"The benefits of sentiment analysis are spread across departments. Some of the most significant among them are:","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Easier identification of high performers","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Relying solely on basic reports on KPIs such as call duration does not give an accurate picture of agent performance. A long call may either indicate that an agent is ineffective at handling issues, or reflect their ability to show ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]},{"text":"empathy in customer service","type":"text","marks":[{"type":"link","attrs":{"href":"https://aircall.io/blog/customer-happiness/how-to-win-your-customers-with-empathy/","uuid":null,"anchor":null,"target":null,"linktype":"url"}},{"type":"textStyle","attrs":{"color":"rgb(5, 99, 193)"}},{"type":"underline"}]},{"text":". ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Sentiment analysis helps understand whether the calls handled by your agents are associated with a positive or negative sentiment. Agents who continuously deliver positive customer experiences can be recognized as high performers and rewarded accordingly. This is a great way to drive continued motivation and encourage others to aim high.","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Efficient quality control","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Team leaders do not have time to listen in to all calls handled by their agents. Leveraging customer sentiment analysis tools on recorded calls and call transcripts helps identify negative customer experiences. This gives supervisors a better idea of where to focus their attention and use their time more efficiently. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Actionable insights into customer experiences","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Customer service calls are often followed by a survey, yet only a certain percentage of customers will complete one. As a result, businesses are not always able to carry out a comprehensive analysis on the quality of customer experiences. Using ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]},{"text":"AI for customer service","type":"text","marks":[{"type":"link","attrs":{"href":"https://aircall.io/blog/tech/ai-for-customer-service/","uuid":null,"anchor":null,"target":null,"linktype":"url"}},{"type":"textStyle","attrs":{"color":"rgb(5, 99, 193)"}},{"type":"underline"}]}
22,{"text":" helps SMBs go a step beyond and analyze each call based on the type of customer experience provided. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"It also makes it easier to identify areas that companies need to focus their efforts on to improve the customer experience. For example, if âlong wait timesâ are a common complaint, you might need to onboard new agents to handle the call volumes. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Insights into product expectations","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Though the calls may be handled by customer service teams, the insights provided by sentiment analysis tools can benefit the product development team as well. Letâs take the example of a furniture brandâs customer service team who frequently hears the phrase âchipped polishâ in customer conversations. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"This brings the product development teamâs focus to polish quality. Improving this aspect can make the product more appealing to customers and thereby increase the conversion rate.  ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Easy tracking of market trends","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"To stay ahead of the competition, brands must keep an eye on market trends. Surveys and research studies can be supplemented with sentiment analysis results. This helps identify trends and plan ahead to handle market situations. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"If needed, they can make changes to their supply chain, prepone or postpone launches, make schedules, and so on. Brands can also anticipate how the market will respond to new products or changes in an existing product line. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Optimization of resources","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"No matter how big your customer service team is, there is always a limit to the resources available to you. Time is limited too. When it comes to reacting to market trends or addressing customer concerns, the more responsive you are, the more beneficial it will be for your brand. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Sentiment analysis automates the feedback process to free your agentâs time for other tasks, which in turn saves them time.","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Unbiased brand analysis","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"When we talk, itâs not just the words being used but also the tone and context that influence meaning. A statement may be seen in many different ways depending on the experiences and biases of the person analyzing it. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Human bias may tag a statement like âGood service but expensiveâ as negative because of the price factor and ignore the overall positive sentiment. Using an AI-based sentiment analysis tool helps overcome such biases. These tools can gauge the overall sentiment while keeping track of the details. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Choosing a sentiment analysis tool","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Given the benefits of automated text sentiment analysis, it is important to find the tool best suited to your business. There are many different sentiment analysis tools available on the market. In addition to the cost of running a sentiment analysis tool, you need to consider the following:","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"1. Ease of use ","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Look for NLP tools that are easy to set up and require minimal training before they can be put to work. Also, pay attention to their processing power, especially if they will be used to handle large datasets.","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"2. Scope of analysis ","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"With most businesses using a VoIP platform for their communication, basic analytics are easily available. Your AI tool should be able to supplement this and give you a more well-rounded picture of service quality. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"For example, ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]},{"text":"Aircall AI","type":"text","marks":[{"type":"link","attrs":{"href":"https://aircall.io/products/ai/","uuid":null,"anchor":null,"target":null,"linktype":"url"}},{"type":"textStyle","attrs":{"color":"rgb(5, 99, 193)"}},{"type":"underline"}]},{"text":" gives supervisors access to a transcript of each call as well as an AI-generated summary, a list of the key conversation topics and the talk ratio. This can be integrated even further with sentiment analysis tools. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"3. Accuracy","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Human language is constantly changing. Thereâs new slang almost every day. Hence, the NLP tool you pick must be able to keep up with expanding vocabularies and train itself to accurately analyze customer opinions. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"4. Integrations","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"To maximize efficiency, the sentiment analysis tool must be easy to integrate with your preferred communication platform. This automates the system and allows it to seamlessly anal
22yze every customer interaction. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"Why Choose Aircall AI for Sentiment Analysis","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"With Aircall AI, you can analyze customer sentiment in sales and customer support calls, helping you drive positive interactions and revenue. Combined with our powerful communications platform, this results in a well-integrated, hyper-insightful tool for your teams to drive continuous improvement.","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Identify calls with negative and positive sentiment","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(67, 67, 67)"}}]}]},{"type":"paragraph","content":[{"text":"With points flagged in call transcripts or recordings, you can identify moments of positive and negative sentiment that are truly worth your time to review. This helps managers skip directly to moments that are contributingâpositively or negativelyâto your customer experience. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Coach your team to deliver positive customer experiences","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(67, 67, 67)"}}]}]},{"type":"paragraph","content":[{"text":"The customer experience is, of course, delivered by your team. Train your agents to deliver delightful customer interactions over the phone. Track the success of your efforts by visualizing the change in customer sentiment over time. ","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":3},"content":[{"text":"Drive results with conversation intelligence","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(67, 67, 67)"}}]}]},{"type":"paragraph","content":[{"text":"Ensure that your team is driving business results with each conversation. By equipping your team to drive more meaningful customer connections, you can improve CSAT and conversion over time.","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"heading","attrs":{"level":2},"content":[{"text":"To sum it all up","type":"text","marks":[{"type":"bold"},{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Automating sentiment analysis with AI tools helps organizations get a clearer, unbiased view of how the brand and its products are perceived by customers. Machine-learning can benefit all departments, from product development to customer service. Thatâs why it is important to choose the right tool and integrate it with your communication platform at the earliest.","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]},{"type":"paragraph","content":[{"text":"Try Aircall for free for 7 days","type":"text","marks":[{"type":"link","attrs":{"href":"https://aircall.io/signup/","uuid":null,"anchor":null,"target":null,"linktype":"url"}},{"type":"textStyle","attrs":{"color":"rgb(17, 85, 204)"}},{"type":"underline"}]},{"text":" and see how our telephony software can optimize your customer support operations.","type":"text","marks":[{"type":"textStyle","attrs":{"color":"rgb(0, 0, 0)"}}]}]}]},"campaign":"","category":["ab62c516-cd51-49e2-a757-a08883e7ade0"],"component":"blogpost","integrations":[],"show_in_sitemap":true,"hide_on_homepage":false,"related_articles":[],"short_description":"To grow and stay ahead of the competition, SMBs must pay attention to how the market perceives their products and services. 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