AI Customer Service & Agentic AI: FAQs

How Can AI Detect Emotion in Voice Interactions?

AI can detect emotion in voice interactions by analyzing tone, pace, pitch, and word choice to interpret how customers feel during a conversation. This allows organizations to understand sentiment in real time—empowering agents to adjust their responses and supervisors to identify moments that drive satisfaction or frustration.

NiCE’s Enlighten AI for CX applies deep learning and behavioral models trained on billions of customer interactions. It detects emotional cues across speech and text, classifying them as positive, neutral, or negative. These insights feed directly into Interaction Analytics CX and Real-Time Interaction Guidance, giving agents instant feedback to improve tone and empathy during live calls.

How Emotional Detection Enhances CX:

  • Identifies customer frustration, satisfaction, and urgency through vocal cues
  • Provides agents real-time alerts to adjust their tone or phrasing
  • Enables supervisors to coach with empathy-based insights
  • Integrates with Copilot for Supervisors for continuous performance visibility
  • Links emotional trends to business outcomes like CSAT and retention

By combining emotional detection with Voice of the Customer (VOC) insights, NiCE enables a holistic view of customer sentiment—helping brands create more human, emotionally intelligent service experiences.

Explore How NiCE Detects Emotion to Elevate CX

See how NiCE’s AI helps your teams respond with empathy and precision.


AI Customer Service & Agentic AI: FAQs