Research · Voice & speech

Emotion & sentiment from customer calls

Multimodal models that combine what is said with how it is said, to flag frustrated customers and coach agents, on every call, not a sample.

100%of calls analysed vs. manual sampling
audio + textmultimodal signals
minutesfrom call end to insight

Pipeline

  1. Diarise speakers and transcribe
  2. Extract acoustic features (pitch, pace, energy)
  3. Fine-tune a text + audio classifier on labelled calls
  4. Calibrate against QA-team judgements
  5. Dashboards and alerts in the contact-centre tools

Figures show the typical order of magnitude for this approach compared with calling a large general-purpose model. Actual results depend on the task and data; we measure them on your data during the baseline phase.

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