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
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.
