AI Customer Service & Agentic AI: FAQs

How is customer sentiment measured using AI?

AI measures customer sentiment by analyzing text, speech, and contextual cues to identify emotional tone. NiCE AI assigns sentiment scores to interactions, enabling businesses to better understand customer feelings and adapt responses for improved engagement and outcomes.

How does AI detect sentiment?

NiCE AI uses advanced natural language processing (NLP) and speech analytics to:

  • Evaluate word choice, phrasing, and tone in customer messages or calls
  • Identify positive, negative, or neutral emotions in real time
  • Generate sentiment scores for individual interactions or trends over time
  • Provide actionable insights to agents and supervisors during live engagements

What are the benefits of AI sentiment analysis?

AI-driven sentiment measurement helps organizations:

  • Prioritize urgent or negative cases for faster resolution
  • Identify customer pain points and improve service strategies
  • Enhance agent coaching with sentiment-based performance data
  • Build proactive engagement campaigns for at-risk customers

How does this improve customer experience?

By recognizing emotions during interactions, businesses can respond empathetically and address issues faster. This creates more personalized, emotionally intelligent service experiences that strengthen customer loyalty.

How does this create a NiCE world?

In a NiCE world, AI goes beyond words to understand feelings. Sentiment insights empower teams to connect more meaningfully with customers, transforming support into trust-building experiences.

Create an empathetic world, where AI measures sentiment to deliver smarter, more human service.

See how it works in action

AI Customer Service & Agentic AI: FAQs