Tone Analyzer for Customer Engagement

Use the Tone Analyzer for Customer Engagement endpoint to monitor customer support conversations. Escalate customer conversations when they turn sour, or find opportunities to improve customer service scripts, dialogs and customer journeys. Tones detected with this endpoint include frustrated, sad, satisfied, excited, polite, impolite and sympathetic.

Conversation
Tone Analysis
Fred@Fred_theConsumer 6 hours ago
My charger isn’t working.
sad
0.57
Agent@Agent_technology_company 5 hours ago
Thanks for reaching out. Can you give me some more detail about the issue?
polite
0.96
Fred@Fred_theConsumer 4 hours ago
I put my charger in my phone last night to charge and it isn't working. Which is ridiculous, it's a new charger, I bought it yesterday.
sad
0.88
frustrated
0.58
Agent@Agent_technology_company 2 hours ago
I’m sorry you’re having issues with charging. What kind of charger do you have?
polite
0.84
sympathetic
0.79
Fred@Fred_theConsumer 38 min ago
I’m using the charger that came with it.
None
Agent@Agent_technology_company 24 minutes ago
Okay, fantastic. Could you now please plug the charger in for me, and then hold the power button down for about 10 seconds. After that, we should have you running :).
excited
0.91
polite
0.78
Fred@Fred_theConsumer 18 minutes ago
Wow! It’s working. Thank you for the tip.
satisfied
0.85
excited
0.82
Agent@Agent_technology_company 16 minutes ago
Great! Do you need any more help today?
excited
0.88
satisfied
0.79