Dig deeper
Dig deeper
You’ve seen what customers are writing, but what about what they are saying? Gain qualitative insights with Sentiment from Speechmatics, built on accurate transcription.
More than reviews
Written customer content only gets you part of the picture. Analyze customer calls, online media and more to get a true view of how your customers feel.
Context is everything
Knowing the sentiment is great, but what caused it? Unmatched transcription accuracy from Speechmatics provides vital contextual insight.
Improve CX
Armed with how customers feel, it gives you a rich source of data to improve customer service and train staff to handle tricky conversations.
Great insight however you slice it
Great insight however you slice it
Segment Analysis
Split into segmentsEach transcript is split into segments, with the sentiment of each of these segments highlighted. A conversation might go from negative, to neutral, to positive, and back again.
Speaker Sentiment
Overall sentiment of a speakerIf you’re using Speaker Diarization where different voices are used to identify speakers, access the overall sentiment of a speaker for the interaction.
Overall Sentiment
See for yourselfGood, neutral or bad? If you’re looking for a high-level view of an interaction, this gives you a sense of the sentiment of the media.
Confidence Scores
The confidence of the modelLanguage is nuanced, so we also provide you with some important context for any sentiment, indicating a level of confidence in our classification.
FAQs
What if the model predicts the wrong sentiment label for a sentence?
What if the model predicts the wrong sentiment label for a sentence?
Speechmatics provides a confidence score that indicates the confidence of the model in the detected sentiment. It's recommended to take the context of the transcript into account and to validate the sentiment analysis results with human judgment when complex conversations are involved.
Does sentiment analysis increase the time to process?
Does sentiment analysis increase the time to process?
Yes, sentiment analysis will mean that it will take longer for your transcription to be returned. However, it will only take a few seconds for a 2-hour file. It is designed to be fast and efficient, but processing times may vary depending on the size of the audio file. If you experience longer processing times than expected, don't hesitate to contact our support team.
What if the sentiment analysis results aren't consistent with my expectations?
What if the sentiment analysis results aren't consistent with my expectations?
The Sentiment Analysis model is based on the interpretation of the transcript and may not always accurately completely capture the intended sentiment of the speaker.
It's recommended to review the context of the transcription in relation to the sentiment received first. You should also review the confidence score to understand how confident the model was about its prediction. A low confidence score can mean that it’s not clear with the prediction.