Sentiment Router

Sentiment Analysis for the contact center

Route social interactions based on sentiment

Assign incoming social interactions to the most suitable agent based on the sentiment of the interaction. The sentiment router can automatically decipher whether customers comments are positive, negative or neutral. It can also determine possible sale opportunities by steering comments that contain questions.

Set your own routing rules

Priority routing

Assign negative comments higher priority to resolve issues in real-time.

Skill-based routing

Route comments to the most relevant skill groups based on the topic detected.

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Dig into the core engine

Built using NLP techniques to provide high accuracy Arabic sentiment analysis and topic detection.The solution accumulates data continuously enhances accuracy via self-learning. Therefore the model will automatically.Sentiment is measured taking context into account. Comments containing humour, sarcasm and/or use of metaphors will be measured accordingly.Banking, Telecom, Government & Healthcare.

Automated Sentiment Analysis

Listen your customers sentiment and act quickly. IST’s Sentiment Router is specifically built for Cisco and Genesys Contact Centers to allow your contact center agents to react to customer sentiment, in an ordered and prioritized manner. The Sentiment Router automatically deciphers incoming social interactions and comments into positive, negative or neutral categories, which can then be routed to specifically trained agents for action. Furthermore, interactions that represent a sales opportunity are steered accordingly to your sales team.

Expert Arab Linguists

The Arabic language has very difficult and unique grammatical rules. Our highly skilled team of Arabic linguists has solved many of the challenging issues faced with Arabic Sentiment. As a result, IST’s Sentiment Router provides extremely accurate processing of Arabic Sentiment so all social interactions are routed to the right agent at the right time.

Engine Features

Feature Description English & Arabic Sentiment Analysis All interactions are categorised into positive, negative, neutral based on the ‘sentiment’ or emotion expressed in the comment. Highly accurate Arabic Sentiment analysis based on natural language processing (NLP). Aspect Detection Topics or “Aspects” discussed within comments are detected. Aspects are pre-defined words that are selected based on industry relevance. E.g., in banking, aspects could include: Loans and Credit Cards. Question Detection Comments containing questions are detected and categorized as questions. Context Recognition Sentiments are accurately filtered and measured with context consideration. Comments containing sarcasm, humour or use of metaphors and expressions will be detected and measured accordingly. Optimised for Cisco & Genesys The engine can be integrated with Cisco and Genesys contact centers within 60 minutes. Making the integration process a five-finger exercise. AI & Machine Learning Data is accumulated and accuracy is continuously improved via self-learning, to include additional vocabulary, phrases and slang.