AI Sentiment Tracking for Contact Centres

What sentiment tracking changes

Most contact centres find out a customer was unhappy after the call - sometimes via a survey, sometimes via a complaint, sometimes never. By then the damage is done. The customer has churned, escalated, or filed a complaint that takes 5× longer to handle than the original issue.

Sentiment tracking flips the timing. You know the customer is unhappy during the call. Supervisors can intervene before the escalation, agents can adjust before the customer disengages.

Practical outcomes our customers measure:

• 30–60% reduction in escalations to managers (because supervisors catch them in real-time).
• 15–25% lift in CSAT at the quarter mark (because difficult calls get rescued instead of ending badly).
• Faster agent coaching cycles - patterns are visible in the sentiment data, not waiting for monthly survey results.

What supervisors see

A live wallboard with every active queue call, colour-coded by current sentiment:

• 🟢 Green - positive sentiment trajectory
• ⚪ Grey - neutral
• 🟡 Yellow - mild negative, watch this one
• 🔴 Red - strong negative, intervene now

Hover for live transcript. One-click listen-in. One-click whisper to the agent (“offer a credit”). One-click barge into the call.

Alert configuration

You set the threshold and who gets pinged:

• Threshold by score - e.g. “alert when sentiment score drops below 0.3 for 30 seconds”.
• Threshold by drop rate - e.g. “alert when sentiment falls 0.5 points in 60 seconds”.
• Per-queue rules - sales queue alerts on different thresholds than support queue.
• Recipient - supervisor on duty, queue manager, channel into Microsoft Teams, or all of the above.

We tune your thresholds in the first month against real call data to minimise false positives.

Post-call analysis

Every recorded call has a sentiment timeline attached:

00:00 → 00:30   Sentiment: 0.7 (positive) - opening pleasantries
00:30 → 02:15   Sentiment: 0.5 (neutral) - caller explains issue
02:15 → 04:30   Sentiment: 0.2 (negative) - agent unable to resolve
04:30 → 05:45   Sentiment: 0.6 (recovered) - supervisor offered credit
05:45 → end     Sentiment: 0.8 (positive) - caller satisfied

Patterns emerge fast. Which agents recover negative calls. Which scripts cause the drop. Which products generate complaints. Coach on the data.

Privacy & data control

For regulated contact centres (finance, health, legal, government) we deploy the 3CX Transcription Engine (managed by us) on a GPU in your environment. Call audio is transcribed locally; only the resulting transcript and sentiment score get stored. Audio stays in our Australian-hosted infrastructure.

Integration

• 3CX Wallboards - sentiment widget on supervisor displays.
• Microsoft Teams - sentiment alerts can post to a Teams channel.
• Power BI / Grafana - sentiment metrics piped to your BI tool for board reporting.
• CRM - sentiment score attached to the customer record after each call.

Frequently asked