White Papers

Sentiment in Customer and Agent Interactions


AI-powered sentiment analysis presents endless possibilities. It has been proven to be predictive of tNPS (transactional Net Promoter Score), and sentiment is often considered synonymous with the term, “Predictive NPS.” As such, it can be a helpful method of understanding how to improve customer experience and drive sentiment further into the positive.

  • Journey Excellence Score
  • AutoDiscovery
  • Automatic Categorization
  • Query Coverage Analysis
  • Anomaly Detection
  • Immediate NPS Improvement with Enlighten AI Routing
  • The Next Level with Enlighten AI