SentiWise
Spot customer risk before it escalates.
SentiWise is a customer-risk intelligence product. It analyses customer communications and case activity to detect emerging dissatisfaction, complaint risk, vulnerability, service failure, and likely escalation.
It monitors signals across email, support tickets, chat, call notes, CRM activity, and case-management systems.
SentiWise is at an early planning stage. Join the waitlist to hear when there is something to try.
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The problem
Dissatisfaction rarely arrives as a formal complaint. It builds quietly across conversations and case activity, and by the time it is obvious it is often too late to resolve cheaply.
What SentiWise looks for
SentiWise is designed to surface the signals that matter, with the evidence behind them.
- rising frustration and negative sentiment
- likely formal complaints or escalation
- vulnerability and safeguarding indicators
- repeated service failures
- approaching SLA deadlines
- churn and reputational risk
- cases requiring early intervention
Use cases
Different teams face different kinds of customer risk. Each use case below maps to a signal SentiWise is being built to detect.
Complaints and escalations
Complaints, customer relations and resolution teams
Emerging dissatisfaction is easy to miss when it is spread across emails, tickets and case notes. SentiWise looks for the signs of a likely formal complaint or escalation so a team can respond before it hardens.
Learn moreVulnerability and safeguarding
Vulnerability, safeguarding and customer care leads
Indicators of vulnerability or safeguarding concern can appear in the way a customer communicates, not just in what they ask for. SentiWise highlights those indicators so the right people can review the case.
Learn moreRepeated service failures
Service delivery and operations teams
A single case can look routine while the same failure keeps recurring across a customer journey. SentiWise surfaces repeated service failures so underlying causes can be addressed.
Learn moreApproaching SLA deadlines
Case management and service desk teams
Cases that are close to breaching a service commitment need attention while there is still time to act. SentiWise flags approaching SLA deadlines alongside the evidence behind the risk.
Learn moreChurn and reputational risk
Customer success, retention and leadership teams
Dissatisfaction that is not resolved can turn into lost customers and public criticism. SentiWise brings churn and reputational risk into view early enough to intervene.
Learn moreCases needing early intervention
Frontline case handlers and team leaders
Teams do not need another score to interpret; they need cases that deserve attention and the reasons why. SentiWise points to cases requiring early intervention and explains the evidence.
Learn morePlanned integrations
SentiWise is planned as an add-on that works alongside the systems teams already use. Nothing below is available yet.
Questions and answers
A few of the things people ask about SentiWise.
What is SentiWise?
SentiWise is a customer-risk intelligence product. It analyses customer communications and case activity to detect emerging dissatisfaction, complaint risk, vulnerability, service failure, and likely escalation.
Who is SentiWise for?
SentiWise is for the teams who carry customer risk: complaints and customer relations teams, vulnerability and safeguarding leads, service delivery and operations teams, case management and service desks, and customer success and retention teams.
What problem does SentiWise solve?
Customer dissatisfaction usually builds across scattered conversations and case activity, so it is easy to miss one case at a time. SentiWise is being built to surface that emerging risk before it becomes a formal complaint, an escalation, a lost customer, or a reputational problem.
How does SentiWise work?
SentiWise monitors signals across sources such as email, support tickets, chat, call notes, CRM activity, and case-management systems. It looks for rising frustration and negative sentiment, likely complaints or escalation, vulnerability and safeguarding indicators, repeated service failures, approaching SLA deadlines, churn and reputational risk, and cases requiring early intervention.
Does SentiWise just give a sentiment score?
No. SentiWise should provide evidence and recommended actions rather than reducing customers to a simple positive or negative sentiment score. The aim is to explain why a case has been surfaced and what might help.
What does SentiWise integrate with?
SentiWise is planned as an add-on that works with email, support tickets, chat, call notes, CRM activity, and case-management systems. All integrations are planned and none are available yet.
Help shape SentiWise
This is early planning, and the product should be built around real problems. If you handle customer risk, we would like to know what you would want it to do.