Every conversation is scored for tone once it settles, rolling into the mood across your whole support. Underneath, live signals read frustration, churn risk, and urgency on every message, and pull a person in the moment one crosses its line.
Every conversation gets read for tone. Was the customer satisfied, neutral, or quietly frustrated? A short lull after the last message tells the system the exchange has settled, and the whole thing is scored as one, so a thread that went sideways is marked as such instead of sitting in a pile looking identical to a happy one. The mood of your support stops being invisible and becomes something you can see.
Pull back from the single conversation and the scored reads add up into the overall picture: how your customers are feeling across everything that settled today, this week, this month. The balance of warm to cold is right there, refreshing as new conversations close out, so the health of the relationship is a thing you glance at rather than a thing you survey for once a quarter and hope has not changed since.
Underneath the settled tone score runs a faster layer that does not wait for the conversation to end. On every message a customer sends, the agent reads a handful of live signals: how frustrated they sound on a zero-to-ten scale, how much they sound like someone about to leave, how urgent the moment is. These are the real-time read, scored mid-conversation, so a customer heating up registers on the message that did it, not a half hour later when the thread finally goes quiet.
A signal is only worth reading if it can act. Each one carries a threshold, and the moment frustration or churn risk crosses it, the conversation is handed to a person while the customer is still there and still typing, not surfaced weeks later when the only thing left to read is the cancellation. The trip-wire is the point: the live read is what turns a souring moment into a hand-off that happens in time, instead of a number you notice in a report afterward.
“If this is not sorted today, we are leaving.”
A customer who fills out a rating tells you one thing; the few who bother, after the fact. Reading tone covers the rest, every conversation, including the customers who would never answer a form. Keeping both means you see the explicit score a customer chose to leave right beside the mood the conversation actually carried, so a five-star rating on a thread that read tense is a discrepancy you can spot at a glance.
“Quick and easy, thank you.”
Score the tone of every conversation and roll it into the mood of your whole support. Live signals read frustration and churn risk on each message, pulling a person in the moment one crosses its line. Sentiment analysis with a trip-wire, so you step in while the customer is still there, not after the account is lost.