AI Sentiment Analysis
Understand customer emotions in real-time
AI analyzes customer messages to detect sentiment - happy, frustrated, urgent, etc. Route negative sentiments to senior agents and prioritize at-risk customers automatically.
I'm really upset — this is the third delay.
I'm sorry — let me fix this right away.
What is Spoki AI Sentiment Analysis?
Spoki AI Sentiment Analysis classifies every inbound WhatsApp message on a -1 to +1 scale (negative ↔ positive) plus a 6-emotion vector (anger, joy, sadness, fear, surprise, trust) so the inbox surfaces unhappy buyers, the AI agent escalates faster and the analytics dashboard tracks satisfaction per campaign, segment, agent and SKU over time.
FAQ
Does sentiment trigger automation?
Yes — negative-sentiment thresholds can route to senior operator, send recovery offer, open a ticket or notify a manager.
Is sentiment computed per message or per conversation?
Both — message-level granularity rolls up to per-conversation, per-segment and per-agent dashboards.
Which languages does sentiment cover?
40+ languages; same coverage as AI Auto-Translation.
Key Benefits
Real-Time Detection
Sentiment analyzed as messages arrive
Smart Routing
Negative sentiment triggers escalation
Customer Insights
Track sentiment trends over time
How It Works
Enable Analysis
Turn on sentiment detection
Monitor Emotions
See sentiment indicators on conversations
Act on Insights
Route and prioritize based on sentiment
Related Use Cases
Discover how businesses use this feature
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