Description
Contact centre operations teams use AI to analyse customer sentiment in real time during calls — providing agents with emotional intelligence signals and supervisors with live escalation triggers.
Benefits & ROI
Multiple companies including Definity, DBS, and Sutherland on Google Cloud deploy real-time sentiment analysis via Customer Engagement Suite and Vertex AI, improving agent handling and escalation.
Technology & data
Customer Engagement Suite; Vertex AI; Gemini; real-time speech analysis; sentiment scoring; escalation triggers.