Sentiment + Intent Analysis Real-time scoring on every utterance.

EnableX scores every customer utterance, across voice, chat, and WhatsApp, for sentiment (positive / neutral / negative / escalating) and intent (booking, complaint, churn, fraud, FAQ, etc.) in real time. The bot uses the score to decide what to do: continue, deflect, escalate to a human. Live agents see the sentiment trajectory and intent classification on their console, so they pick up an escalation already knowing what’s at stake.

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Real-time every utterance · voice + chat + WhatsApp · auto-escalation triggers
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What sets it apart

Real-time, every utterance

Score the customer’s sentiment and intent on every turn (every utterance for voice, every message for chat). Sub-100ms classification. The bot adapts in real time.

Sentiment trajectory

Track sentiment across the whole conversation, not just the latest utterance. “Started neutral, escalating to negative” is the signal that matters, not a single bad word.

Intent classification

Out-of-the-box classes: FAQ, booking, complaint, fraud, churn, refund, cancellation, escalation request. Custom classes per deployment. Trained on your domain.

How it works

Every customer utterance (voice or text) scored on a -1 to +1 sentiment scale plus a category (positive, neutral, negative, escalating, frustrated). Trajectory across the conversation tracked. Escalation triggers when slope goes negative.

  • Per-utterance score (-1 to +1)
  • Category (pos / neut / neg / escalating / frustrated)
  • Trajectory across conversation
  • Slope-based escalation triggers
  • Multi-language sentiment (13 Indian + global)

Pre-trained intents: FAQ, booking, complaint, fraud, churn, refund, cancellation, escalation request, high-value enquiry. Custom intent classes per deployment, trained on your data in days.

  • 10+ pre-trained intents
  • Custom intents (trained in days)
  • Top-3 intent prediction with confidence
  • Multi-language intent (13 Indian + global)
  • Per-channel tuning

Configurable triggers: sentiment slope below threshold, escalate. Specific intent (fraud), instant escalation to senior agent. Frustration detected, soft handoff. All visual in the flow builder.

  • Sentiment slope thresholds
  • Intent-based instant escalation
  • Soft vs hard handoff
  • Multi-tier escalation rules
  • Per-intent action mapping

For voice / chat agents: live sentiment trajectory chart in the agent console. Recommended next action (“validate frustration”, “offer refund”, “transfer to manager”) suggested by the LLM based on intent and sentiment.

  • Live sentiment chart in agent console
  • Recommended next action
  • In-call coaching prompts
  • Post-call sentiment + intent summary
  • CRM auto-tag with intent + sentiment

Use cases

BFSI

Fraud + dispute detection

Fraud-intent classifier flags high-stakes calls. Auto-route to senior agent.

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All verticals

Negative-sentiment escalation

Customer frustrated, bot offers human, agent picks up onboarded.

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CX manager

CSAT auto-scoring

Every conversation gets an auto CSAT score. Coaching candidates surfaced.

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Sales

Buying-intent detection

Detect buying intent in B2B chats. Route to AE in real time.

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Healthcare

Triage urgency

Symptom + sentiment combined to triage urgency. Urgent = video clinician escalation.

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Compliance

Regulated phrasing

Detect customer phrasing that triggers regulatory disclosures or complaint logging.

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Explore related

Conversation Intelligence

The full intelligence platform.

Conversation
Capability

Unified Dashboards

Where sentiment + intent show up in aggregate.

Unified
Capability

Next-Best-Action

Live agent assist powered by sentiment + intent.

Next-Best-Action
The EnableX Difference

Bot → Human Handoff

The escalation that sentiment + intent triggers.

Bot
Evaluating alternatives?
vs Twilio → vs Yellow.ai → vs Vapi → All comparisons →

FAQ: Sentiment + Intent

Every customer utterance (voice or text) is classified by an LLM trained on customer-conversation data. Output: a sentiment score from -1 (very negative) to +1 (very positive), plus a category (positive, neutral, negative, escalating, frustrated). The trajectory across the conversation is tracked, not just individual utterances; "started neutral, going negative" is the actionable signal.

FAQ, booking, complaint, fraud, churn, refund, cancellation, escalation request, high-value enquiry, support, sales, technical issue, billing. Custom intents per deployment, trained on your conversation data in 2-5 days.

Yes. Visual rule builder. Examples: sentiment slope below -0.3 over last 3 turns, escalate. Intent equals fraud, instant senior-agent escalation. Frustration detected plus customer has been on support call over 5 min, offer human transfer. All configurable per use case.

Yes. EnableX sentiment and intent classifiers are trained on Hindi, Tamil, Telugu, Marathi, Bengali, Kannada, Malayalam, Gujarati, Punjabi, Odia, Assamese, Urdu, plus Hinglish code-switching. Most US-only sentiment models lose 30-40% accuracy on Indian languages; EnableX maintains parity.

Yes. The agent console shows a live sentiment trajectory chart during the call/chat. Recommended next actions ("validate frustration", "offer refund", "transfer to manager") appear as suggestions based on the current intent and sentiment state.

Cloud: 1-2 weeks for the pre-trained sentiment and intent classifiers. 3-4 weeks for custom-trained intents on your conversation data. Sentiment is plug-and-play; custom intents are the time-consuming step.

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